Support Coordinator

Description:

This position sits at the intersection of technical support, project coordination, and field service.

Mission

Ensure smooth customer onboarding, product installation, and ongoing support by acting as the assistant North American liaison between clients and the remote customer support developers, driving product satisfaction and operational excellence.

Outcomes (Success Metrics over First 12 Months)

Support Coordination
 

• Manage and triage all incoming customer support requests via Azure DevOps.
• Ensure 90%+ of support tickets are acknowledged within 1 hour.
• Maintain clear communication between U.S.-based clients and the offshore dev team, ensuring follow-through and closure on all support issues.
   

Implementation & Installations
 

• Successfully coordinate 100% of scheduled on-site installations (expected: 4 per month max) (2 day on site requirement)
• Initiate post install survey 30 days after install.
• Maintain a customer satisfaction rating of 90%+ from post-install feedback surveys.
   

Meeting Coordination & Communication
 

• Schedule and facilitate weekly sync meetings between customer support developers and Product Manager.
• Attend Weekly RentHub QA with Dealers. Occasionally preside over meeting to present release.
• Create and maintain internal documentation and installation checklists.
• Provide bi-weekly update summaries on support patterns or recurring issues to help inform product decisions to internal leadership.
   

Product Feedback & Liaison
 

• Log and escalate customer feedback with actionable summaries to the product team.
• Participate in at least 1 quarterly roadmap meeting to represent support and field experience insights.
   

Competencies (Key Traits & Skills)
 

• Strong Communicator: Can confidently speak with clients, developers, and leadership across cultures and time zones.
• Tech-Savvy & Resourceful: Familiarity with software installation, remote troubleshooting, and Azure DevOps or similar platforms.
• Organized & Detail-Oriented: Can manage a support queue, track meetings, and maintain records with consistency.
• Self-Starter: Capable of working independently, traveling for installs, and managing shifting priorities.
• Customer-Oriented: Has a service mindset and takes pride in client success.
• Rental Experience: Has some sort of dealership experience and/or has worked in a rental environment.
   

Nice-to-Have Experience
 

• Experience with rental software, dealership systems, or SaaS installations.
• Prior experience in a fast-paced startup or scale-up environment.
• Familiarity with agile workflows and product development cycles.
   

Business Unit:

Dealer

FLSA Designation (US Only):

Exempt

Salary Range (US Only):

The estimated base salary range for this role in the United States is $64,000.00 - $96,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

Other Compensation (US Only):

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only):

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only):

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.