Customer Experience Coordinator

Revivn is a profitable and rapidly growing company that helps enterprises manage their technology through our end of life software platform. We take electronic recycling one step further by repurposing hardware that still has remaining life and providing it to people who lack dedicated computer access and make it more affordable for people who may not be able to purchase new technology. Working with companies like Instacart, Adobe, Block, Etsy, Justworks, and Teach for America, we are changing the way companies view used technology with a new model that focuses on repurposing instead of recycling.

We're building a new Customer Experience team and looking for a full-time Customer Experience Coordinator to own customer support for our business customers. In this role, you'll be the front door for every customer support request: device releases, reports, serial numbers, labels and boxes, app questions, billing, and paperwork. Today those requests land with individual account managers and sales reps. You will take them on, work them across our internal teams, and stay with each one until the customer confirms it is solved.

You'll work closely with our account managers and sales team, and every day with our facilities, logistics, engineering, and accounting teams to get answers and fix problems. You'll also play a key role in spotting the issues that keep coming back and helping us fix them at the source.

This is an in-person role based at our Brooklyn Navy Yard office with Remote Wednesdays.

What you'll do

Customer Support

• Own customer support requests from first contact through resolution, with a first response within minutes
• Handle questions about device releases (ABM/MDM), enrolled or locked devices, initial and final reports, serial numbers and device counts, labels and boxes, the Revivn app, billing and earnings, donation receipts, COIs, and routine security paperwork
• Communicate with customers over email, Slack, phone, and Zoom. Get on a call when it will solve the problem faster
• Close a ticket when the issue is resolved and the customer has confirmed it, not when someone has replied

Cross-Functional Resolution

• Work issues across internal teams so the customer doesn't have to: facilities and warehouse for reports, serials, and device status; engineering for app and data issues; logistics for pickup status and changes; accounting for invoices and credits
• Know who owns what across those teams, follow up until you have an answer, and escalate when a request is stuck
• Send product and app issues to Engineering with clear examples and steps to reproduce
• Take the customer's side of a pickup change or missed window. Logistics resolves the operational issue; you keep the customer updated until it's closed

Partnering with Go-to-Market

• Keep account managers and sales reps informed on every ticket from their accounts, so they can stay focused on the relationship and the commercial work
• Route commercial questions, pricing, and account planning back to the account owner
• Flag relationship risks and potential opportunities you see in support conversations

Documentation and Automation

• Set up and run our ticketing tool, knowledge base, and response templates
• Log tickets by issue type and track response time, resolution time, and reopen rate
• Find the requests that repeat and work with our teams to fix them at the source, using AI tools such as Claude and ChatGPT to automate routine work
• Share support trends with leadership to help improve the product and the customer experience

What we're looking for

• 2+ years of customer support, customer success, or support operations experience, ideally supporting business customers
• Strong written and verbal communication skills, with the ability to handle a frustrated customer professionally and write a clear, complete reply
• Excellent organization and the ability to manage many open requests at once in a fast-paced environment
• Experience working across teams to solve a problem you don't fully control
• Comfortable learning new systems quickly, including a ticketing tool, our customer app, and internal dashboards
• Strong attention to detail with a problem-solving mindset
• Positive, collaborative attitude and a willingness to jump in wherever needed
• Curious about technology and how companies manage their hardware

Nice to have

• Experience with a ticketing or help desk platform such as Zendesk, Intercom, Front, or HubSpot
• Familiarity with IT asset management or device enrollment (ABM, MDM, Intune)
• Experience working with logistics, warehouse, or field operations teams
• Experience using AI tools to speed up support or documentation work

Other things to know

• Most customer interactions happen over email and Slack, with phone and Zoom when a live conversation will move faster.
• In your first 30 days you'll be brought into customer requests gradually, so you can learn the work and document it before all support traffic moves to you.
• You'll work closely with our account managers and sales team in Brooklyn, our facilities and logistics teams in Fresno, and our engineering team.
• This role reports to our Director of Customer Experience.

If this sounds like you, apply! If you don't meet all of the qualifications but think you could be a match, we'd still love the chance to review your application.

We embrace diversity and are committed to fostering an inclusive environment. At Revivn, we encourage people from all ages, abilities, and experiences to apply. Revivn does not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.

The salary for the Customer Experience Coordinator is expected to be between $68,500-72,000 per year. Actual compensation packages are based on several factors that are unique to each specific candidate, including but not limited to skill set, depth of experience, applicable certifications, and geographic work location. The compensation package also includes medical, dental, and vision coverage, along with a 401(k) plan.