We are looking for a highly organized and proactive Panelist Success Team Coordinator to support the day-to-day operations of the support team. This role acts as a central point of coordination, ensuring team productivity, study coverage, and visibility into key metrics, while also representing the team’s needs in cross-functional conversations.

This is a hands-on operational coordination role, ideal for someone who can lead through influence, stay close to the work, and step in when needed.

Key Responsibilities

1. Team Operations & Productivity Oversight

Monitor daily ticket volume and ensure timely responses aligned with SLA expectations
Identify gaps in productivity and follow up with team members as needed
Ensure tickets are actively being worked and not left unresolved or idle

2. Study Coverage & Resource Coordination

Maintain visibility into all active studies and assigned support coverage
Ensure each study has clear ownership and appropriate support at all times
Identify coverage risks early and coordinate adjustments with the team

3. Metrics & Reporting

Connect with study POCs on key support metrics (volume, response times, resolution times, backlog)
Work with study POCs to surface trends, risks, and areas of concern
Help connect day-to-day activity with broader operational impact

4. Escalation Management:

Identify tickets or situations that require escalation.
Coordinate with internal teams to resolve issues
Ensure escalations are followed through to resolution

5. Cross-Functional Representation:

Represent the Support Team in meetings and cross-functional discussions
Advocate for team needs, blockers, and priorities
Ensure support insights are clearly communicated and understood

6. Hands-On Support Coverage:

Step in to manage tickets/contacts directly when needed to support the team
Help reduce backlog during high-volume periods or coverage gaps
Lead by example in ticket quality and responsiveness