Customer and Business Support Coordinator

The Customer and Business Support Manager is responsible for leading customer service operations. The role ensures responsive service delivery, manages support tools and processes, oversees onboarding and device management, and drives continuous improvement across administrative and support functions.

You will act as the operational backbone for service desk performance, onboarding, documentation upkeep, and business coordination; enabling consistent customer satisfaction and internal efficiency.

As a Customer and Business Support Coordinator at Mojo Soup, you will be working across a series of existing and new projects and support contracts for our customers where you'll be working with our team of consultants to define and continually deliver value to our customers with proactive communications and triaging support requests to assign to the relevant consultant.

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Responsibilities

Customer Support Operations

• Manage day-to-day support operations through the Thrive service desk, ensuring SLA compliance and timely escalation resolution. This includes:
  • Monitor and assign support tickets
  • Review and progress support tickets against SLAs
  • Triage and prioritise support tickets
• Prepare and send monthly support performance reports to customers
• Conduct monthly client check-ins and quarterly account reviews, supported by the Account Manager, to maintain service quality and capture informal feedback
• Monitor internal compliance with support processes, particularly timesheets and support ticket updates, to reduce the need for manual follow-ups
• Support the commercial components of customer support contracts by working with account management on proposals, renewals, quoting, and invoicing
• Keep our customer relationship management (CRM) system up to date with all Thrive support customers, contacts, and opportunities
• Identify and implement automation or AI opportunities to streamline service reporting and routine processes

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Business Support and Coordination

• Support internal systems administration across tools including our service desk (Zendesk), Project Management system (Project Power App + Planner Premium), and timesheet application (Harvest), ensuring correct setup and ongoing usability
• Collaborate with internal teams to allocate resources effectively and track task allocation to support billing and KPI reporting accuracy
• Support accurate resource allocation tracking by reviewing team schedules and escalating misalignments or underutilisation
• Monitor and maintain data accuracy in internal systems related to billing, service metrics, and time tracking

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Onboarding and Internal Enablement

• Lead and continuously improve the onboarding experience for new Mojo Soupians — including device setup, starter packs, and orientation documentation
• Maintain and enhance onboarding content in the MojoVerse (our company intranet knowledge base) to reduce reliance on ad hoc processes
• Investigate and propose options for automating device provisioning to speed up onboarding and improve standardisation
• Support practice managers with any job posting on LinkedIn and website and setting up candidate interviews

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Process Improvement and Documentation

• Lead improvements to internal business processes that enhance operational efficiency across teams
• Ensure internal documentation is structured, current, and accessible through the MojoVerse to support consistent messaging and knowledge sharing
• Partner with team leads and practice managers to identify recurring pain points and embed process enhancements into business-as-usual operations
• Stay informed on emerging support technologies, with a focus on automation and AI capabilities
• Encourage and lead experimentation with automation tools to improve efficiency across support and business operations

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To be successful in this role, you will have:

Essential

• 4+ years in customer support, business operations, or service desk management, ideally in a consulting or technology-driven business
• Experience using and maintaining support systems such as Zendesk, Dynamics/Power Apps, or equivalent platforms
• Strong organisational and coordination skills, with proven ability to manage multiple priorities
• Competence in analysing and improving internal processes and documentation
• Familiarity with systems for time tracking, reporting, and internal communication
• Proficient in Microsoft 365 (Outlook, Teams, Excel, Word, and SharePoint)
• Experience maintaining project or support documentation and schedules
• Basic understanding of project governance, reporting, and SLAs

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Desirable

• Experience in a technology, consulting, or professional services environment
• Exposure to project management tools such as Microsoft Planner, Azure DevOps, or equivalent
• Understanding of business operations and invoicing processes

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Certifications (Highly Regarded)

• ITIL Foundation Certification
• Project Management (e.g., PRINCE2 Foundation, CAPM, or equivalent)
• Business Administration or related qualification

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Soft Skills

• Excellent verbal and written communication skills
• Strong customer service orientation and proactive approach to problem-solving
• Ability to work both independently and collaboratively within a team
• Adaptable and comfortable in a fast-paced environment
• Customer-focused with a continuous improvement mindset
• Proactive, detail-oriented, and comfortable navigating ambiguity
• A confident communicator with the ability to work independently and collaboratively
• Flexible and curious, with an appetite for exploring how technology can improve ways of working
• Positive attitude and willingness to learn

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Data & AI Usage Notice

By applying for this role, your contact details will be securely stored in our candidate database. If you're not selected for this role, our Talent Acquisition Team may contact you regarding future opportunities that match your profile. Additionally, your email address will be automatically subscribed to our monthly newsletter, as well as special announcements such as upcoming webinars and events that we host. You may unsubscribe from these communications at any time by clicking the Unsubscribe link at the bottom of any of our emails.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.