Customer Support Specialist

Customer Support Specialist

Kelly Services is currently seeking a Customer Support Specialist/Customer Liaison position for one of our top clients working in Warsaw, IN. This is an open-ended contract role with budget approved every 12 months.

Position Overview

The Customer Support Specialist / Customer Liaison will provide operational, communications, and stakeholder support for customer engagement and related business initiatives. This role will serve as a key coordinator across internal teams, external stakeholders, and project partners, helping ensure accurate information, effective communication, consistent processes, and a high-quality experience for members and teams. The ideal candidate is highly organized, detail-oriented, collaborative, and comfortable managing multiple priorities in a fast-paced environment. The role requires strong communication skills, attention to detail, project coordination capabilities, and an interest in improving processes and operational efficiency.

Key Responsibilities

• Maintain thought leader profiles, engagement records, and related documentation to ensure information remains current and accurate.
• Support pipeline tracking, landscape reviews, and ongoing updates to stakeholder and engagement information.
• Maintain data accuracy and integrity within Airtable and other applicable business systems.
• Coordinate onboarding activities, governance meetings, and stakeholder touchpoints.
• Support congress planning, advisory boards, and other customer engagement activities.
• Manage project timelines, action items, follow-ups, and deliverables across multiple stakeholders.
• Develop and maintain presentations, newsletters, dashboards, reports, and other communications materials.
• Coordinate communications across internal and external stakeholders to ensure timely and consistent information sharing.
• Help ensure a consistent and high-quality experience for members, customers, stakeholders, and internal teams.
• Prepare reporting, business metrics, status updates, and other materials to support leadership visibility and decision-making.
• Support leadership reviews, business planning, and strategic planning activities.
• Maintain templates, standard operating procedures (SOPs), process documentation, and related reference materials.
• Identify opportunities to improve processes, increase efficiency, enhance data quality, and streamline team workflows.
• Collaborate with cross-functional teams to resolve issues, track outstanding items, and ensure commitments are completed on time.

Experience

• 25 years of professional experience in customer support, stakeholder coordination, project coordination, operations, communications, business support, or a related field.
• Experience working in a cross-functional or matrixed organization preferred.
• Experience coordinating projects, meetings, timelines, communications, or stakeholder activities.
• Experience working with data, reporting, dashboards, or business metrics preferred.
• Experience with Airtable or similar database/workflow management tools is a plus.
• Experience maintaining documentation, templates, SOPs, or process materials preferred.

Education

• Bachelor's degree preferred.

Required Skills & Competencies

• Strong written and verbal communication skills.
• Excellent organization and attention to detail.
• Ability to manage multiple projects, priorities, and deadlines simultaneously.
• Strong follow-through and action-item management.
• Ability to build positive relationships with a variety of stakeholders.
• Comfortable coordinating across teams and influencing through collaboration.
• Strong documentation and presentation skills.
• Ability to work independently while keeping stakeholders informed.
• Proficiency with Microsoft Office or comparable productivity tools.
• Ability to work with data and translate information into clear reports, dashboards, and business updates.
• Process-oriented mindset with an interest in identifying opportunities for improvement.
• Ability to navigate ambiguity and adapt to changing priorities.

Preferred Attributes

• Customer-centric and service-oriented approach.
• Strong project coordination and organizational skills.
• Comfortable working with senior leaders and diverse stakeholder groups.
• Ability to handle sensitive or confidential business information appropriately.
• Proactive approach to identifying issues and driving resolution.
• Interest in operational excellence, process improvement, and stakeholder engagement.