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# IT CUSTOMER CARE COORDINATOR-REMOTE

- **Company:** After School Matters, Inc.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Databases, MongoDB, Node.Js, NoSQL, Runbook, SQL Databases, ReactJS, SOAPAPI, Backend, Kubernetes, Integration Frameworks, Restful APIs, Docker, Programming Languages
- **Published:** September 19, 2026
- **Apply:** https://tbxnet.applytojob.com/apply/7CWw4HEIB3/IT-CUSTOMER-CARE-COORDINATORREMOTE?source=GS

## About the Role

* Languages: Excellent written and verbal communication in English and Spanish
 * Experience: 3+ years in Incident Management, Technical Support, or Customer Success roles in technology-driven environments.
 * Strong understanding of databases (SQL / NoSQL), REST APIs, and SOAP services.

 * Familiarity with technologies such as Node.js, MongoDB, Kubernetes, Docker, and React.js.
 * Knowledge of at least one programming language and experience with third-party integrations.
 * Incident Management: Proven ability to manage multiple incidents simultaneously, ensuring SLA/OLA compliance.
 * Problem Solving: Ability to quickly assess situations, identify root causes, and drive effective solutions.
 * Strong organizational and coordination skills.
 * Excellent communication across technical and non-technical audiences.
 * Ability to remain calm under pressure and manage high-stress situations.
 * Proactive and self-motivated attitude with adaptability to change.

## Description

We are seeking an experienced Incident Manager / Technical Liaison to join our Customer Care team.
This role will act as the key connection between clients, support, and development teams - ensuring that incidents are handled efficiently, communication is transparent, and service quality remains exceptional.
The ideal candidate combines strong technical understanding, communication skills, and coordination abilities, with the capacity to stay calm and solution-oriented under pressure.
What Challenges Await You?

 * Serve as the primary liaison between clients and technical teams, ensuring alignment, transparency, and clear communication throughout the incident lifecycle.
 * Perform technical analysis of incidents to identify impact, urgency, and possible root causes.
 * Coordinate cross-functional resolution efforts, working closely with Backend, Product, and QA teams to minimize client impact and ensure SLA/OLA compliance.
 * Lead and document post-incident reviews, driving continuous improvement and long-term preventive strategies.
 * Maintain and update runbooks, knowledge bases, and process documentation, ensuring operational consistency.
 * Oversee onboarding, training, and technical evaluation of Customer Support agents, ensuring ongoing development and service quality.
 * Manage incident escalation processes, determining when and how to escalate issues effectively.
 * Contribute to the continuous improvement of incident management workflows, tools, and cross-team collaboration.
 * Participate in after-hours incident management as part of the global 24/7 support structure.


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