Customer Support Coordinator

Mancomm is seeking a Customer Support Coordinator who is organized, customer-focused, and comfortable with technology. Mancomm publishes regulatory content and provides a digital reference library that helps customers locate and apply the regulations relevant to their work. This person will be the main point of contact for customer inquiries, using AI-powered tools, chat systems, and automation to give fast, accurate responses. The role also supports internal processes and cross-team projects that keep the business running smoothly.

• →Respond to customer inquiries by phone, email, and chat, using AI and automation tools to improve speed and accuracy
• →Troubleshoot and resolve customer issues with empathy and follow-through
• →Process customer orders, subscriptions, and requests through internal systems
• →Qualify inbound leads from marketing campaigns and chatbots, and route prospects to the right next step
• →Keep customer records, notes, and documentation accurate
• →Track trends in customer questions, complaints, and delays, and recommend process or tool improvements
• →Support internal workflows, documentation, and shared systems
• →Assist with cross-team coordination and projects as needs arise

• 2+ years of experience in customer service, order processing, or administration
• Working familiarity with chat platforms, AI assistants, CRM systems, or digital support tools
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to manage competing priorities in a fast-paced environment
• Calm, professional demeanor under pressure
• Bonus: experience in publishing, digital subscriptions or online libraries, or regulatory and compliance industries