About Solera
Solera is a global leader in data, software, and technology solutions that empower the automotive, mobility, and insurance industries. Our mission is to deliver intelligent, data-driven solutions that enhance customer experience, streamline operations, and drive innovation.
Position Overview
We are seeking a Customer Support Coordinator to oversee and support a team of Customer Support Representatives while serving as a key liaison between the customer service department and other areas of the company. The ideal candidate will be autonomous, dynamic, proactive, and customer-centric, with strong commercial acumen (capacidad comercial) and the ability to perform effectively under pressure.
This on-site role requires exceptional leadership, communication, and problem-solving skills, ensuring that customer issues are resolved efficiently and service levels are consistently met or exceeded.
Key Responsibilities
Coordinate and support the daily operations of the Customer Support team, ensuring effective workload distribution and adherence to service standards.
Act as the main point of contact between the Customer Support team and other departments (Sales, Operations, IT, Finance, etc.) to ensure seamless communication and issue resolution.
Monitor team performance and individual productivity, providing guidance, training, and feedback to enhance effectiveness.
Assist in handling escalated customer inquiries and complex cases, ensuring timely and satisfactory resolution.
Identify recurring issues and collaborate with internal teams to improve processes and customer experience.
Contribute to defining and implementing service improvement initiatives and KPIs.
Support the Customer Service Manager in reporting, data analysis, and continuous improvement projects.
Promote a customer-centric culture focused on service excellence and commercial awareness.
Maintain a calm and solution-oriented attitude in high-pressure situations.
Qualifications
Education: Bachelor’s degree in Business Administration, Communication, or a related field preferred.
Experience:
2–4 years of experience in customer service, coordination, or team leadership roles (preferably in technology, automotive, or service industries).
Experience interacting with cross-functional teams and supporting operational processes.
Skills:
Strong communication and interpersonal skills.
Ability to manage and motivate a team effectively.
Excellent problem-solving and decision-making abilities.
Commercial awareness and a results-oriented mindset.
High degree of autonomy, organization, and adaptability.
Resilience under pressure and ability to prioritize in dynamic environments.
Proficiency with CRM systems and standard office software (Excel, Outlook, etc.).
Personal Attributes
Customer-focused and service-oriented.
Dynamic, proactive, and self-motivated.
Strong sense of ownership and accountability.
Excellent collaboration and negotiation skills.
Resilient and composed in stressful situations.
Able to balance customer satisfaction with company objectives.