Customer Experience Coordinator

Looking for a proactive, people-focused Customer Experience Coordinator to join our team. In this role, you'll be a key touchpoint for our users - moderating engaging virtual events, guiding clients and end users to success on our platform, and being a friendly, reliable point of contact across chat, email, and video.

Responsibilities

Customer Support & Platform Guidance

• Be the friendly, go-to resource for customers via chat, email, and video during business hours and live events (includes some non-standard business hours).
• Help resolve platform questions both through our ticketing platform, looping in other teams/departments when escalation is necessary and adhering to any applicable KPIs or SLAs.
• Maintain in-depth knowledge of our platform's features and functionality so you can guide customers with confidence.
• Connect end users with appropriate contacts to resolve any issues or inquiries outside of our scope.

Customer Communication & Inquiry Response

• Respond promptly to customer inquiries across all channels (email, chat, social media, etc.) while adhering to any applicable KPIs or SLAs.

• Communicates with clients and end users professionally and with empathy, all while working within the practical boundaries of our platform and production capabilities.

Event Moderating & Production Support

• Moderate live virtual events, sometimes during non-standard business hours, keeping things running smoothly for presenters and attendees.
• Prep presenters ahead of events with "tech checks" so they feel confident and ready to go.
• Troubleshoot platform and/or set up issues that would impact a presenter’s ability to host their event or an end user’s ability to participate.
• Keep an eye on chat engagement and event flow, jumping in if anything that would impact the quality of the event needs attention.
• Ensure smooth production and a stable, positive experience throughout each event.
• Escalating production or platform issues to the correct team member or department when necessary and in a concise and timely manner.

Customer Education

• Guide users on how to best use our platform by providing helpful resources.
• Help develop educational content like FAQs, help articles, and training materials.
• Identify gaps in user understanding and collaborate with the Customer Experience Manager and other team members to resolve them.

Requirements

What We're Looking For

• Excellent communication skills - both written and verbal.
• Comfortable speaking in front of groups or individual presenters from various backgrounds and professional fields.
• Moderating online sessions and quickly, calmy, and effectively troubleshooting issues.
• 2+ years in a customer support, customer success, or community-facing role.
• Highly organized, adaptable, and able to multitask in fast-paced environments.
• Comfortable learning new software and helping others navigate it.
• Comfortable with helping contribute to process and resource creation.
• Self-starter and comfortable utilizing resources available to you with minimal support.
• Familiarity with tools like Zendesk, Unity Intercom, Slack, Zoom, etc.

Nice to Have

• Experience supporting live or virtual events.

• Experience working in a team-oriented environment.
• Familiarity with creating customer-facing documentation or training content.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home