Client - Operations Coordinator

Client - Operations Coordinator

STR Search — Operations Team

Role Summary

The Client - Operations Coordinator, owns the client-facing coordination work inside STR Search's operations function. This role provides supplementary coordination support to the Client Success Lead and contributes to internal operations and team experience as capacity allows.

A note on AI: as a company, we're actively building in AI and automation solutions across the business. Some tasks this person handles today will eventually be automated. We need someone comfortable with that, who documents processes clearly enough that they can be automated, and stays adaptable as the work evolves. Developing AI literacy is expected, using tools like Claude, ChatGPT, and Google Notebook to draft client communications, summarize calls, build templates, implement rollouts and clean up documentation.

Core Responsibilities

1. Operational Client Success Support

This area is meant to support the client success lead operationally. They assist with open projects and tasks that help keep the client experiences streamlined.

• Monthly 1:1 with the Client Success Lead to discuss open projects, new changes coming, outstanding tasks, goals.
• Maintain client communication documentation, updating when necessary and updating stakeholders to ensure proper communication is being delivered to clients.
• Ensuring Notion portals are created on a daily basis and are updated in a timely manner when clients are needing resources.
• Assisting with planning and executing new initiatives for the client experience as a whole.
• Assisting with testimonial gift card distribution.

2. Team Experience and Culture

This role contributes to internal team experience, with focus on global team coverage where existing programs do not yet reach.

• Monitor birthday and work anniversary automations for the US and Canada-based team
• Collaborate with the People team to support programs for other regions
• Coordinate one-off team and partner recognition — thank-yous, gifts, and milestone moments
• Maintain a global team map and develop appreciation flows for team members in regions not yet covered by existing programs
• Support in the execution of team or client swag initiatives end-to-end
• Support in the hiring process, onboarding new team members and offboarding when necessary
• Support the human-side of new team member onboarding and offboarding (welcome touches, recognition enrollment, farewell coordination)

3. Shared Access & Tooling Support

Because of established trust with this role, this Coordinator holds access to the tools required to resolve common lockouts and access issues. Google Workspace admin remains with existing super admins and is escalated to them when needed.

4. General Operations

• Write and maintain SOPs for repeatable processes
• As applicable, create self-service guides (Loom + short written docs) so team members can handle routine tasks themselves
• Contribute to the organization and maintenance of Google Drive, Notion, and shared documentation spaces
• Keep credential records updated (1Password, shared logins, 2FA)
• Cross-team task routing: make sure requests get to the right person and do not sit unanswered
• Help set up project channels, timelines, and milestone trackers
• Follow up with team members on deliverables and deadlines
• Administrative filing of receipts for all platform subscriptions tied to John.
• Administrative assistance with the Support email account. Keeping email amounts low, forwarding and looping in the appropriate team members when necessary.
• Occasional support across the Holdco (special projects, hiring, general tasks).

5. Listing Creation Support (current initiative, phasing out)

Support the delivery of any remaining Listing Creation client commitments, including client coordination, project tracking, and internal handoffs. This is a temporary service offering with a finite list of clients. If the current client list is not complete before the transition, this role will continue supporting the remaining clients until the list is fulfilled. Any future involvement in Listing Creation will depend on business needs and whether the service is offered again.

Strong Fit Indicators

• Comfortable being the calm, organized point of contact between clients and internal teams
• Default to clear written communication and take work across the finish line without needing step-by-step instructions
• Notice when something needs documenting and do it without being asked
• Hold multiple in-flight workflows without dropping the thread
• Willing to hold peers and stakeholders accountable to their commitments in a direct and professional way
• Bring established context and trust from prior work with the team