Customer Resolution Coordinator

ABOUT THE ROLE

"You'll be the person who brings order to the chaos when critical product issues hit — turning a high-stakes customer escalation into a structured, confident path to resolution."

When a customer hits a roadblock with our software, it affects their entire operation. Finding the fix requires its own kind of coordination: translating the business impact, aligning internal support teams, keeping product managers in the loop, and providing regular updates to customer stakeholders.

As our Customer Resolution Coordinator, you'll own that high-stakes landscape. You won't be the one writing the code or diagnosing the bug, but you will be the steady hand that owns the communication, cross-functional coordination, and overall customer experience from the moment an issue is raised until it’s fully resolved. You'll build trust through absolute transparency, advocate fiercely for customer priorities, and ensure our internal teams remain accountable and aligned so that every resolution ends with a confident, satisfied customer.

WHAT YOU'LL OWN

Customer Ownership & Advocacy

• Be the anchor: Act as the primary, trusted point of contact for customers navigating high-impact, cross-functional product issues.
• Build trust: Champion the customer’s voice internally while setting clear, grounded expectations externally regarding status, timelines, and next steps.
• Keep information flowing: Own the communication lifecycle, providing proactive, transparent updates that ensure customers never have to ask, "What's the status?"

Resolution Coordination & Execution

• Drive end-to-end resolution: Own the lifecycle of an escalation from intake and business-impact scoping through to successful internal resolution and customer validation.
• Unblock the technical teams: Coordinate directly with Product, Engineering, Commercial, and Professional Services to clear roadblocks, align on action plans, and keep resolutions moving forward.
• Know when to sound the alarm: Manage the escalation path effectively, looping in leadership and managing high-priority or after-hours critical issues when the situation demands it.

Cross-Functional Alignment

• Bridge the gaps: Facilitate regular internal review sessions to keep Customer Success Managers, Product Managers, and Technical Support teams synced on priorities.
• Foster collective accountability: Drive execution across technical teams without direct authority, keeping everyone focused on a customer-first outcome.

Communication, Reporting & Continuous Improvement

• Translate complexity: Develop clear, executive-ready summaries and action plans for high-priority customer issues and internal leadership.
• Refine the playbook: Track core operational metrics (aging, response times, escalation trends) and turn those insights into better workflows and smoother processes.

WHAT YOU BRING

Experience

• 2–5 years of experience in Customer Success, Technical Support, Account Management, Project Management, or Operations.
• Track record managing complex customer communications, ideally dealing with high-stakes escalations or enterprise SaaS environments.
• Experience operating within a fast-paced environment where you must balance multiple critical priorities simultaneously without losing your footing.
• Industry expertise in Transportation, logistics, or supply chain technology is highly preferred.

Skills & Approach

• Exceptional communication instincts: You can de-escalate a tense situation with empathy, clarity, and rock-solid follow-through.
• Organizational agility: The ability to influence, collaborate, and drive accountability across cross-functional technical teams without direct authority.
• Sharp problem-solving: Comfortable navigating ambiguity, digging into the business context of a technical issue, and translating it for different audiences.
• Tool fluency: Comfortable working in platforms like Salesforce, Jira, Azure DevOps, Asana, or similar CRM and work management systems.
• Familiarity with Agile product development processes is a major plus.
• Bachelor's degree or equivalent professional experience.

HOW YOU'LL KNOW YOU'RE SUCCEEDING

• Customers feel heard and protected: Your responsiveness and ownership lead to high customer satisfaction scores, even in the wake of product issues.
• Cycle times shrink: Thanks to your aggressive coordination and roadblock removal, the time it takes to resolve customer-impacting issues drops.
• Internal teams are aligned: Customer Success, Product, and Engineering always know exactly where a critical issue stands because your documentation and tracking are impeccable.
• No cleanups required: Issues are only closed once the customer has formally validated the fix, ensuring problems are actually solved.

ABOUT MASTERY

Most TMS platforms are tolerated. We've proven a better way — one platform built for every facet of transportation: shippers, carriers, private fleets, and brokers, all under one roof. Built to be loved. We're still the only ones who mean that.

Mastery Logistics Systems exists because the transportation industry deserves better. For too long, shippers and carriers have been forced to stitch together a patchwork of outdated, inadequate systems — one for dedicated fleet, another for brokerage, another for LTL, another for intermodal — none of them talking to each other, all of them slowing things down. Mastermind TMS changes that: one platform for every mode, every function, every stakeholder. Flexibility, visibility, and control — finally in one place.

The timing matters. Global supply chains are under pressure like never before, and the transportation industry is at the center of it. We're building the platform that helps this industry move faster, smarter, and more efficiently — tackling everything from AI-powered data ingestion to intelligent automation.

We are a masterful mosaic of specialists, builders, and genuinely good people. Different backgrounds, different talents, one shared obsession: creating something the industry has never had. We believe in diversity of thought, deep respect for each other, and the relentless pursuit of getting it right. We're small enough that every person makes a real impact — technically and culturally — and deliberate enough that we only add people who make the whole better.

If you're passionate about humanizing a complex industry, building for scale, and touching every corner of the global economy — welcome home. Let's build a masterpiece.

BENEFITS — BECAUSE YOU SHOULD LOVE WHERE YOU WORK AND HOW YOU'RE TAKEN CARE OF

We don't do "bare minimum" here — not in the product, not in the culture, and definitely not in how we take care of our people. Mastery's benefit package is built to give you real coverage, real flexibility, and real peace of mind.

Comprehensive health coverage so you can focus on the work, not the what-ifs.

Company-paid life insurance at 1× your salary, plus AD&D and additional voluntary coverage options.

Legal assistance and employee support programs — for life's messier moments, big and small.

We invest in the platform and in your future. Save for retirement with a competitive company match.

Manage your life and your schedule. We trust you to do great work and take the time you need to recharge.

Our philanthropic partner is St. Jude Children's Research Hospital. Because doing good work and doing good in the world aren't mutually exclusive.

Robust benefits. Real flexibility. A team that has your back. That's the Mastery standard.