We're Hiring!

POSITION: Support Coordinator

LOCATION: Onsite in Pittsburgh, Pennsylvania

DATE POSTED: May 1, 2026

JOB DESCRIPTION

Global Wordsmiths is a social impact-driven language services provider and language access advocacy organization dedicated to advancing a culture of language accessibility. We seek a full-time Support Coordinator to work 40 hours per week working with the Support Coordination Manager, Senior Director of Operations, Senior Director of Sales, Director of Finance, and Vendor Manager as needed to ensure the smooth operation of Global Wordsmiths’ interpretation support and coordination operations. This is an in-person position at the company’s Pittsburgh headquarters, with “Work-From-Home Wednesdays” for those who wish to work virtually one day per week.

PRIMARY DUTIES AND RESPONSIBILITIES

• Manage interpretation requests: Acknowledge, accept, fulfill, and confirm client interpretation requests received through multiple channels (phone, email, web portal, etc.). This includes the efficient management of straightforward interpretation requests, and the management of complex interpretation requests. This also includes the creative management of irregular or non-standard requests; sensitive and thoughtful handling of sensitive circumstances and information; maintaining strict confidentiality and privacy standards; utilizing our Interpretation Management System software to schedule tasks in a streamlined and efficient manner; communication with interpreters; tracking, canceling & rescheduling interpretation appointments; and, in general, ensuring that all client requests are acknowledged and fulfilled in a timely & professional manner.

• Create accounts and maintain systems: Create and maintain client and linguist accounts within Global Wordsmiths’ CRM and Interpretation Management System platforms; notify the Director of Finance of any changes to client billing contact information and update all internal systems to reflect such changes.

• Customer support and technical assistance: Provide support to clients when they have questions about services or need technical support; respond rapidly to clients for last-minute Interpreter cancellations (and inform the Vendor Manager); accept and respond to client and/or linguist feedback; Responding to a wide range of incoming phone calls and routing them to the appropriate contact within the company (i.e. sales, finance, management); record and track client FAQs; log and reporting customer service issues; report software issues to Senior Management.

• Data monitoring & evaluation, feedback, and innovation: Collaborate with the Support Coordination Manager and Senior Director of Operations to enhance systems and drive innovation whenever possible; provide feedback on systems to improve operational efficiency and sustainable processes. Work together with the Senior Director of Operations to collect and synthesize KPI data and run monthly reports.

• Nurture relationships with Interpreters: Nurture relationships with our Interpreters to promote a positive work environment for everyone; work with the Vendor Manager to improve Interpreter trainings, increase Interpreter satisfaction, and promote retention; provide the Vendor Manager with recruitment direction & data; delegate requests fairly and evenly among Interpreters; respond promptly to and verify the accuracy of Interpreter notes, expenses, and time changes within the Interpretation Management System; support Interpreters with questions about the Interpretation Management System or phone application; Directing Interpreters to Vendor Management when technical assistance is beyond the Support Coordination Team’s capacity or scope

• Support client relationships: Find alternative solutions for clients as needed; receive new and potential client inquiries and share information with the Senior Director of Sales; respond to all client requests within two hours; communicate with clients in a warm, friendly, professional, and effective manner at all times; flag problems and issues and share with the appropriate colleague.

REQUIREMENTS

• 3+ years of experience working with people from diverse cultures and backgrounds

• Background in the language services industry is preferred

• Familiarity with and adaptability to software tools and scheduling management systems

• Excellent organizational skills and attention to detail

• Ability to multitask and prioritize in a fast-paced environment, meet deadlines, and process requests quickly and efficiently

• Strong customer service skills, including excellent professional written and verbal communication

• Ability to prioritize and delegate tasks and responsibilities to team members

• Must be able to work independently and within a small team

JOB TITLE: Support Coordinator

SALARY: $50,000 - $55,000 annually

BENEFITS: Competitive package including medical, dental, and vision; generous PTO; retirement; parental leave; & more

LOCATION: 6587 Hamilton Avenue #1W, Pittsburgh, PA 15206

PLEASE SEND RESUMES AND COVER LETTERS TO CAREERS@GLOBALWORDSMITHS.COM.

Global Wordsmiths is committed to diversity, equity, inclusion, and anti-racism in the workplace. We prohibit discrimination and harassment of any kind based on race, color, body size or physical characteristics, age, religion, economic status, mental health, family structure, sexual orientation, gender expression, national origin, disability, ethnicity, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internship or apprenticeship. Global Wordsmiths makes hiring decisions based solely on qualifications and merit and work hard to cultivate an environment where everyone has the opportunity to feel safe and included and is afforded the dignity and respect they deserve.