Customer Support Coordinator

Job Description

Job Description

Customer Support Coordinator

Location: Austin, TX

About Reflex

Reflex is building the infrastructure that powers modern retail labor. By 2030, Reflex aims to be the largest retail workforce in the world without owning a single store.

More than 16 million Americans work in retail stores today, yet staffing remains reactive, inefficient, and costly for both retailers and workers. Retailers struggle with unreliable coverage and limited visibility into labor performance, while workers face unpredictable schedules and inconsistent income.

Reflex solves this through a real-time, on-demand retail labor marketplace that connects national retail brands with trained, high-performing workers. The platform lets stores flex staffing dynamically as demand changes, while creating performance-driven opportunities for workers. We're scaling fast with some of the most notable brands in retail and are live in more than 1,200 active stores across the US.

What You'll Do

The Customer Support Coordinator oversees store-level execution for national brands, ensuring accurate system setup, proactive communication, and consistent quality across locations. This role partners directly with internal and external teams, supporting Account Management and Operations at the start of new customer relationships and, as those relationships mature, store-level leadership within our customer accounts.

You're the internal operational owner of customer setup and maintenance at both the brand and location level across multiple systems, and the primary external point of contact for store-level needs, owning escalations from intake to closure.

You will be responsible for:

• Direct ownership of Boutique customer accounts and lifecycles (fewer than 3 stores or a single market)
• New store setup across all required systems, including accurate contact information, latitude/longitude, hours of operation, billing and pay rates, and location-specific notes for workers
• Worker-facing configuration, including but not limited to "What to Expect," wardrobe policy, and brand-provided training documents and media
• Proactively monitoring store-level trends and initiating outreach
• Supporting a quality experience and marketplace health, partnering directly with Market Operations to protect store-level performance, for example by:
• Contributing to store dispatch and overbooking strategy
• Reviewing worker reviews to ensure coaching where relevant
• Flagging recurring friction and recommending structural improvements
• Delivering clear, actionable reporting and follow-ups to cross-functional teams
• Standardizing and documenting configuration, maintenance, and reporting best practices

How You Will Work

This role requires hands-on ownership, attention to detail, service orientation, and collaborative communication. You should expect to:

• Work across multiple systems simultaneously while maintaining accuracy and meeting deadlines
• Interact daily with cross-functional teams to support the overall success of the organization, with emphasis on Account Management and Marketplace Operations
• Develop close knowledge of customer engagements that supports proactive triage, using data to inform decisions and recommendations
• Identify opportunities within current workflows, systems, and processes, and contribute meaningfully to solving them

What Success Looks Like (3–6 Months)

• Stores are set up accurately and efficiently
• Store managers feel supported and confident using Reflex
• Escalations are resolved quickly and professionally
• Quality trends are identified early and addressed systematically
• National brands experience consistent execution across locations
• Account Managers are freed up to focus on strategic partnerships at the corporate level

What We're Looking For

• 1–2 years in customer success, account coordination, client services, or retail/store operations (direct marketplace or multi-location retail experience is a plus, not a requirement)
• Strong attention to detail — you catch setup errors and inconsistencies before they affect a store
• Comfortable working across multiple systems and tools simultaneously while maintaining data accuracy and meeting deadlines
• Service-oriented communication style, with the judgment to tailor tone between corporate stakeholders and store-level staff
• Ability to triage and prioritize escalations, knowing when to resolve directly versus loop in Marketplace Ops or Account Management
• Demonstrated ability to use AI tools and technology to improve productivity and accuracy
• Comfortable using data and reporting to spot trends and inform recommendations, rather than waiting to be told there's a problem
• Clear written and verbal communication, including comfort delivering structured updates to cross-functional teams
• Proficiency with standard office and reporting tools (Excel/Google Sheets, email, CRM or ticketing platforms)
• Thrives in a fast-scaling environment where processes are still being built and refined