Power the engine behind world-class support at Pax8
Join Pax8 as a Support Service Coordinator L1 in the United States, where your coordination skills help deliver exceptional partner experiences at scale.
Why this role is exciting
This role sits at the heart of Pax8 Support Operations. You’ll be trusted with real-time service coordination, escalation management, and quality oversight — all while growing alongside Pax8’s evolving AI-enabled support ecosystem. You’ll gain deep operational exposure, sharpen analytical skills, and play a visible role in how we deliver support globally.
Our culture and how we work
Pax8 is a cloud-first, people-powered organization where collaboration, curiosity, and ownership matter. We invest deeply in our culture and our people, and we’re proud to be recognized for both. Learn more about life at Pax8 and how we support our partners and employees through our mission-driven approach to technology.
What you’ll be doing
- Coordinate incoming support cases across channels, ensuring accurate triage and timely assignment
- Match cases to the right expertise using skill tagging, schedules, and intelligent routing logic
- Act quickly on critical escalations and coverage gaps to maintain seamless support
- Monitor case and call quality, applying established frameworks to drive consistency and improvement
- Maintain accurate workforce and service data to support reporting, visibility, and decision-making
- Collaborate closely with Support Agents, Leaders, and Partners to align on expectations and outcomes
The impact you’ll make
Your work ensures the right issues reach the right people at the right time. By maintaining quality, accuracy, and flow across support operations, you directly influence partner satisfaction, agent effectiveness, and Pax8’s ability to scale with confidence.
What you’ll bring
- Proven experience in support operations, service coordination, or a similar environment
- Strong attention to detail with a passion for data accuracy and service quality
- Demonstrated understanding of case routing, workforce data, and quality assurance principles
- Confidence working with tools such as ServiceNow, SharePoint, and Outlook
- Clear, professional communication skills and a collaborative mindset
- Strong analytical thinking with the ability to spot trends and improve processes
- Comfort adapting quickly in a fast-paced, high-growth environment
- Motivation to continuously learn and pursue relevant technical or IT certifications
Trust and how we hire
At Pax8, we care deeply about building genuine, trust based relationships — starting with how we hire.
To protect our business, our teams, and our customers, we use a range of measures throughout the recruitment process to help confirm authenticity and prevent fraud. These safeguards are designed to be fair, respectful, and proportionate, and may evolve as risks change. By applying, you acknowledge that we take steps to verify identity and representation during hiring. If you're applying as your authentic self, you have nothing to worry about — we're excited to meet you.
We also use thoughtfully applied AI-enabled tools to support our hiring process. These tools may assist with tasks such as reviewing or prioritising applications, but hiring decisions are made by our people. More information is available in our Recruitment Privacy Notice. If you have questions about how we hire or would prefer not to have your application supported by these tools, you can opt out at any part of our process.
Inclusivity
We encourage you to apply even if you don't meet 100% of the criteria. We're committed to diverse perspectives, inclusive hiring and sharing your transferrable skills. To fulfil this role, you must hold valid right to work in the USA.
What we offer
- Competitive compensation aligned to market and experience
- Annual performance bonus opportunity
- Comprehensive health, dental, and vision insurance
- Life and disability insurance
- Generous paid time off and paid holidays
- 401(k) retirement plan with company contribution
- Learning and development investment, including unlimited access to LinkedIn Learning
- Wellbeing resources and employee support programs
Your growth at Pax8
There's extensive room for a talented individual to grow at pace — whether that's advancing quickly in this role or exploring one of the many opportunities across our global organization. You'll have access to our internal development hub designed to accelerate your skills and stretch your potential. Alongside specialist Learning & Development trainers, you'll also tap into AI powered tools, "born in the cloud" mentors, and cross continent collaboration that broaden your perspective and sharpen your expertise. We'll give you the space, trust, and the right projects to help you thrive — and full visibility of what it takes to reach your next level.
About Pax8
Our mission is to build the managed intelligence marketplace and empower small businesses to do more with smarter technology. We are a fast-growing, dynamic, and high-energy organization with a start-up feel, allowing you to make a meaningful impact on the business. Culture is also important to us, and at Pax8, it's business, and it IS personal. We are passionate, creative, and unconventional. We work hard, keep it fun, and expect the best! We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.
Background checks
As part of our hiring process, we are required to undertake pre-employment checks on all candidates that are successful in their application with Pax8. As part of these checks Pax8 will request ID verification, reference requests and qualification checks (additional checks may be completed for certain countries, such as criminal and financial). All checks are completed by our third-party provider, First Advantage. Once checks have been completed all candidates will receive a copy for their records.
Equal opportunities
Pax8 are an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country you have applied for. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with local best practices and processed only in accordance with our recruiting processes. Privacy notice: https://www.pax8.com/en-us/terms/job-applicant-privacy-notice/
