Location: Remote · Employment Type: Full-time · Hours: Must overlap with U.S. Eastern Time business hours About the Role We’re hiring a Translation Operations & Email Support Coordinator to keep customer communication organized and translation projects moving. You’ll manage shared inboxes, handle quote requests, assign translation projects, track deliveries, and resolve or escalate DocTranslator support tickets.
This is a fully remote, email-and-ticket role. It does not involve phone support, walk-in service, social media, or marketing. Your core mandate is simple: keep customer requests organized, quotes followed up, projects assigned and delivered on time, and support issues either resolved or escalated with clear notes.
The ideal candidate is detail-driven, comfortable juggling many open cases at once, and able to write clear, professional English under a steady volume of email. What You’ll Do Customer Email Support * Respond to customer emails in shared inboxes and handle quote requests from new and returning customers. * Send quote follow-ups using approved templates, and follow up with customers waiting to approve quotes, payments, or project details. * Keep all communication clear, professional, and concise. * Escalate unclear, sensitive, urgent, or high-risk cases to management.
Translation Project Coordination * Review incoming requests and confirm required details: language pair, deadline, certification requirements, delivery format, and files. * Assign projects to the correct translator or internal workflow, then track status and deadlines. * Follow up with translators as deadlines approach, and review completed files against a checklist before delivery. * Upload and deliver completed translations, and flag missing files, unclear instructions, or late and blocked projects.
DocTranslator Support * Respond to support tickets and handle common failed-translation cases using documented procedures. * Collect the details needed for technical escalation and prepare clear internal notes for developers or management. * Track each ticket until it is resolved or properly escalated.
Disputes & Payment Issues * Gather facts for disputes, refund requests, and payment issues: whether files were delivered, when, and what the customer claims. * Prepare a short internal summary for management. * Do not approve refunds, issue credits, or make final dispute decisions without authorization.
Reporting * Submit a daily report using concrete numbers rather than vague activity descriptions, covering emails handled, quotes answered and followed up, projects assigned and delivered, tickets closed, failed-translation cases fixed or escalated, disputes prepared, payment issues pending, customers awaiting a reply, projects at risk, and blocked items.
What You’ll Bring * Strong written English and clear, professional communication. * Experience in email-based customer support, operations, translation services, localization, or project coordination. * High attention to names, dates, prices, file versions, deadlines, and customer instructions. * Ability to manage multiple open cases at once and follow templates, checklists, and written procedures. * Ability to write clear internal escalation notes. * Comfort with shared inboxes, support tickets, Trello, Google Sheets, and file-management systems. * Reliable availability during U.S. Eastern Time business hours.
Nice to Have * Translation or localization project coordination experience. * SaaS or document-service customer support background. * Familiarity with helpdesk systems, shared Gmail inboxes, Google Drive, Trello, Stripe, PayPal, or similar tools. * Experience handling customer complaints in writing. * Experience preparing dispute or refund case summaries.
What Success Looks Like * Fast, accurate responses to customer emails with few missed follow-ups. * Correct project assignment and on-time delivery, with few delivery mistakes. * Failed-translation cases escalated clearly and resolved promptly. * Clean, consistent daily reporting. * A steadily shrinking queue of unresolved support tickets.
Scope of the Role To set clear expectations, this position does not include: phone or walk-in support, Reddit or social media activity, general marketing, recruiting, SEO planning, developer sprint management, final refund or chargeback decisions, or any unapproved payment processing.
