{"id":3105753,"url":"https://alion.io/job/okwhen-customer-experience-coordinator-3","title":"Customer Experience Coordinator","company":{"id":670154,"name":"OkWhen","domain":"okwhen.com","url":"https://alion.io/company/okwhen","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dunwoody, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":91000,"period":"year","method":"role_country_seniority_unknown","sample_n":11684},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-22T19:06:30Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-28T21:13:28Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\nResponsibilities\nCustomer Support & Platform Guidance\nBe the friendly, go-to resource for customers via chat, email, and video during business hours and live events (includes some non-standard business hours).\nHelp 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. \n\nMaintain in-depth knowledge of our platform's features and functionality so you can guide customers with confidence.\nConnect end users with appropriate contacts to resolve any issues or inquiries outside of our scope. \nCustomer Communication & Inquiry Response\nRespond promptly to customer inquiries across all channels (email, chat, social media, etc.) while adhering to any applicable KPIs or SLAs. \nCommunicates with clients and end users professionally and with empathy, all while working within the practical boundaries of our platform and production capabilities.\nEvent Moderating & Production Support\nModerate live virtual events, sometimes during non-standard business hours, keeping things running smoothly for presenters and attendees.\nPrep presenters ahead of events with \"tech checks\" so they feel confident and ready to go.\nTroubleshoot 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. \nKeep an eye on chat engagement and event flow, jumping in if anything that would impact the quality of the event needs attention.\nEnsure smooth production and a stable, positive experience throughout each event.\nEscalating production or platform issues to the correct team member or department when necessary and in a concise and timely manner.\nCustomer Education\nGuide users on how to best use our platform by providing helpful resources.\nHelp develop educational content like FAQs, help articles, and training materials.\nIdentify gaps in user understanding and collaborate with the Customer Experience Manager and other team members to resolve them.\nRequirements\nWhat We're Looking For\nExcellent communication skills - both written and verbal.\nComfortable speaking in front of groups or individual presenters from various backgrounds and professional fields.\nModerating online sessions and quickly, calmy, and effectively troubleshooting issues.\n2+ years in a customer support, customer success, or community-facing role.\nHighly organized, adaptable, and able to multitask in fast-paced environments.\nComfortable learning new software and helping others navigate it.\nComfortable with helping contribute to process and resource creation.\nSelf-starter and comfortable utilizing resources available to you with minimal support.\nFamiliarity with tools like Zendesk, Unity Intercom, Slack, Zoom, etc.\nNice to Have\nExperience supporting live or virtual events.\nExperience working in a team-oriented environment.\nFamiliarity with creating customer-facing documentation or training content.\nBenefits\nHealth Care Plan (Medical, Dental & Vision)\nRetirement Plan (401k, IRA)\nPaid Time Off (Vacation, Sick & Public Holidays)\nTraining & Development\nWork From Home","description_format":"text","description_chars":3444,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Event Technology"],"lifecycle":[{"event":"open","at":"2026-10-22T19:06:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":25,"reasons":["conf:2","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/okwhen-customer-experience-coordinator-3","json_url":"https://alion.io/job/okwhen-customer-experience-coordinator-3.json","meta":{"generated_at":"2026-10-28T22:39:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30827,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":670154},"rest":"https://alion.io/mcp/rest/get_company?id=670154"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fokwhen-customer-experience-coordinator-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fokwhen-customer-experience-coordinator-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fokwhen-customer-experience-coordinator-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/okwhen-customer-experience-coordinator-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fokwhen-customer-experience-coordinator-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3105753}},{"tool":"search_jobs","arguments":{"company":"okwhen.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3105753},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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