About AllyGPO

AllyGPO is a new physician-led, specialty group purchasing organization focused exclusively on serving independent, community-based practices. Our technology-forward solutions, analytic capabilities, and white-glove service improve our collaboration with members and their contract performance; deliver insights that optimize specialty drug inventory and reimbursement; and empower practices to make decisions that increase their financial health and efficiency. Under the AllyGPO umbrella, we dedicate expertise, time, and resources to each specialty we serve to meet its unique needs. We’re making an ongoing investment to ensure specialty community practices remain a vital, vibrant healthcare segment and continue to care for patients their way.

About this Role

The Support Operations Coordinator serves as the first point of contact for AllyIQ customers. This role is responsible for answering customer calls and emails, documenting support requests, managing tickets, providing professional status updates, and ensuring issues are routed to the appropriate internal team.

This position is ideal for someone who is patient, organized, customer-focused, and comfortable communicating with clients during both routine support needs and more urgent or delayed issue resolutions. The role does not require deep technical expertise, but it does require strong communication skills, attention to detail, and the ability to make customers feel heard, supported, and confident that their issue is being addressed.

Key Responsibilities

Customer Support & Communication

Serve as the primary point of contact for customer support through phone, email, and the ticketing system.
Respond to customer questions, concerns, and system-related issues in a timely and professional manner.
Listen carefully, gather key details, and set clear expectations for next steps.
Provide calm, empathetic, and professional communication, especially when customers are frustrated or waiting on resolution.
Relay updates regarding ticket status, delays, pending actions, or escalation progress without placing blame on internal teams or external partners.

Ticket Documentation & Triage

Create, update, prioritize, and maintain accurate support tickets.
Document customer-reported issues clearly, including relevant details, screenshots, timelines, urgency, and business impact.
Perform initial triage to determine whether an issue can be resolved at Level 1 or requires escalation.
Handle basic Level 1 support requests, such as password resets, user and role setup, and formulary additions or updates.
Route tickets to the appropriate Implementation Specialist, Level 2 Support, Product, Development, Data, or Integration team.
Monitor open tickets and follow up to ensure continued progress toward resolution.

Internal Coordination

Communicate customer concerns and ticket details to internal teams in a clear, complete, and actionable manner.
Partner with Implementation Specialists and Level 2 Support to ensure customers receive timely updates.
Ensure every ticket has an owner, status, priority, and appropriate customer-facing update cadence.
Identify recurring customer concerns and escalate patterns or trends to leadership.
Help reduce unnecessary escalations by gathering complete information before routing tickets.

Reporting & Process Improvement

Notify leadership immediately of urgent or critical customer-impacting issues.
Support weekly reporting on ticket volume, response times, resolution times, backlog, escalation trends, and SLA performance.
Recommend improvements to support workflows, documentation, customer communication, and self-service resources.

Required Qualifications

2+ years of experience in customer support, help desk support, customer success, call center support, administrative support, or a similar customer-facing role.
Strong verbal and written communication skills.
Ability to explain technical or workflow-related issues to non-technical users with patience and clarity.
Excellent attention to detail and documentation skills.
Strong organizational skills with the ability to manage multiple tickets, calls, and follow-up items throughout the day.
Comfortable working remotely and using web-based software applications.
Basic technical literacy, including email, ticketing systems, user roles, permissions, and Microsoft Office or Google Workspace.
Ability to follow escalation procedures and internal support workflows.
Calm, solution-oriented demeanor during difficult or urgent customer situations.

Preferred Qualifications

Experience supporting healthcare software, SaaS products, medical technology, or specialty practices such as oncology, retina, or ophthalmology.
Familiarity with ticketing systems such as Zendesk, Freshdesk, Jira Service Management, HubSpot, ServiceNow, or similar platforms.
Experience supporting customers during software implementations or post-go-live support.
Familiarity with EMR systems, medication/formulary concepts, pharmacy or dispensing workflows, or medical billing basics.
Experience working with remote teams across support, implementation, product, or technical departments.
Experience with SLA tracking, support metrics, or process improvement.

Skills & Competencies

Customer-first mindset
Empathy and active listening
Professional phone etiquette
Clear written documentation
Strong follow-up habits
Problem-solving mindset
Ability to de-escalate frustrated customers
Strong internal communication
Accountability and ownership
Comfort with structured workflows and escalation processes

What Success Looks Like

Customers feel heard, respected, and informed.
Tickets are documented clearly and routed to the correct team.
Internal teams receive complete and useful information before escalation.
Customer updates are timely, professional, and consistent.
Delays or unresolved issues are communicated clearly without creating additional frustration.
The support process feels organized, responsive, and dependable for both customers and internal teams.

Why This Role Matters

Our customers are busy clinical practices managing high-cost, high-stakes medications. When they reach out, they need fast answers, clear communication, and a human who cares. The Support Operations Coordinator helps ensure every customer request is received, documented, followed up on, and handled with professionalism.

Location

Remote within the US.

Schedule

Full-time.

AllyGPO Benefits

We’re a close-knit group of energetic, smart, and caring people focused on delivering excellent financial, clinical, and operational support to specialty practices so that they have more time for their patients. We’re an entirely remote company with a supportive, collaborative atmosphere that values diversity, equity and inclusion, and work-life balance.

We are building a company and culture with a total rewards program that supports everyone in doing their best work. In addition to a competitive salary, we offer a discretionary annual bonus and an opportunity for equity. We also provide 401K match and top-notch health insurance plans for employees and their families that include medical, dental, vision and basic life insurance, and competitive PTO and sick-day policy.

Equal Employment Opportunity

AllyGPO is proud to be an Equal Opportunity employer. We provide equal employment opportunities to all employees and employment applicants and prohibit discrimination and harassment of any type with regards to sex, sexual orientation, gender, including gender identity and/or expression, pregnancy, race, color, creed, national or ethnic origin, citizenship status, religion or similar philosophical beliefs, disability, marital and civil union status, age, genetic information, veteran status or any personal attribute or characteristic that is protected by applicable local, state or federal laws.

To Apply

Email your resume and cover letter to jobs@allygpo.com with "Customer Support Coordinator — AllyIQ" in the subject line.