Customer Service Operations Coordinator

Position: Customer Service Operations Coordinator

Location: Remote (India) 

Employment Type: Full-Time  

The Customer Service Operations Coordinator supports day-to-day customer service operations across U.S. and India time zones by monitoring service performance, coordinating workflows, and providing escalation and administrative support. This role is a non-supervisory, coordinator-level position focused on operational execution, continuity of coverage, and cross-team coordination.

Key Responsibilities

• Support daily customer service operations by taking ownership of the open items, assigned tasks, coordinating coverage, workflows, and operational needs across U.S. and India business hours.


• Assist contact center agents requests for assistance and review of Sabre related issues and processes.


• Support the team with troubleshooting pre-booking errors and escalation of system errors to relevant teams.


• Monitor Jira Queues and resolve Customer Issues which require follow up.


• Contact Travel Suppliers to resolve Customer related issues.


• Support escalated customer issues by coordinating with appropriate teams and ensuring follow-through, without direct authority over team members.


• Partner with internal stakeholders and external vendors to support operational needs and service continuity.


• Provide general administrative and operational support as needed to ensure smooth day-to-day execution.


• Other tasks as needed.

Required Skills & Competencies

• Solid customer service mindset with a focus on consistency, quality, and follow-through.


• Strong Customer Service focused problem solving skills


• Strong Native Sabre GDS knowledge, inclusive of command lines, exchanges, refunds and schedule processes.


• Strong interpersonal skills, with the ability to coordinate across teams and time zones.


• Strong verbal and written communication skills.


• Proficiency with call center systems.


• Experience with CRM ticketing and documentation tool (preferably Jira)


• Familiar with Office tools (e.g. SharePoint and Excel)


• Ability to work under pressure, manage competing priorities, and meet deadlines.


• High attention to detail and commitment to accuracy.

Education

• Any Bachelor’s degree or equivalent relevant practical experience.

Desired Experience

• 2–4 years of experience in a call center, customer service, or operations support environment.


• Experience supporting day-to-day operations, reporting, coordination, or escalation processes.


• Proficient with excel formulas and data analysis applications.

Physical & Travel Requirements

• Prolonged periods of sitting and working at a computer.

Switchfly Core Values to consider for this position:  

Customer Obsession: 

Our commitment to customers is part of our DNA. We innovate on their behalf and treat them how we’d want to be treated — with care, respect, and dedication. There’s no greater reward than delivering a “Wow” to a thriving, happy customer. 

Bold and Fearless Innovation: 

We think big, act courageously, and challenge ourselves daily. With curiosity and ambition, we push boundaries to build the future — one bold idea at a time. 

We're looking for team members in India who share this mindset and are excited to make a meaningful impact. 

Switchfly is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs — without regard to race, color, religion, age, gender, sexual orientation, national origin, disability status, or any other protected status under applicable laws. 

Information on Interviews:  Switchfly will communicate directly with applicants using an @switchfly.com email address and will never conduct an interview in a chatroom forum.  During an interview, Switchfly will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact us at [email protected]