Customer Experience & Operations Coordinator

Position Summary

We are looking for a proactive, highly organized Customer Experience & Operations Coordinator to support a US-based indoor badminton and pickleball club. This remote role combines customer support, reservations and membership assistance, proactive customer engagement, and coordination of day-to-day facility operations. You will help customers enjoy a smooth experience, encourage bookings for available court slots, maintain accurate records, and work with on-site teams to keep facilities running efficiently. This is a customer-facing coordination role, not a traditional high-pressure sales position.

Job Details

Work Setup: Work from home

Shift/Schedule: Wednesday to Sunday | 10 AM to 7 PM EST

Holidays: US holidays.

Responsibilities

Customer Experience & Reservations

• Respond promptly and professionally to customer inquiries by phone, email, WhatsApp, WeChat, Instagram, and other supported channels, using the customer communication platform (including Respond.io) as applicable.
• Assist with court bookings, cancellations, rescheduling, memberships, pricing, facility rules, billing questions, and other routine customer requests.
• Update reservations and booking information in Podplay; assist with remote smart-lock access and escalate technical or facility issues when needed.
• Document customer interactions, requests, and resolutions accurately. Process routine refunds, account credits, or fee adjustments only within approved guidelines and authorization limits.

Customer Engagement & Court Occupancy

• Monitor court availability and upcoming booking schedules to identify open time slots and opportunities to encourage customer participation.
• Proactively reach out to customers and interested leads through approved channels to promote available courts, open-play sessions, recurring games, and club activities.
• Create or coordinate customer polls and open-play invitations, help fill available slots, and follow up on abandoned bookings or inactive members.
• Capture and maintain customer contact details, preferences, conversation notes, and follow-up actions in the relevant tracking system.
• Recognize appropriate opportunities to share information about memberships, coaching, leagues, and other services without engaging in complex sales negotiations or hard-closing activities.

Administrative & Remote Facility Operations

• Maintain booking calendars and coordinate the schedules of existing partner or sponsor programs, including blocking and moving court reservations when required.
• Track consumable supplies and sports equipment, including rackets, shuttlecocks, and nets, based on reports from on-site personnel. Flag shortages and coordinate replenishment as directed.
• Coordinate cleaning schedules and follow up with on-site staff or service providers to confirm that required work has been completed.
• Maintain accurate Excel trackers and internal operating tools, keeping operational records and action items up to date.
• Report maintenance, safety, inventory, or customer service concerns to the appropriate contact and recommend practical ways to improve day-to-day coordination.

Qualifications

Required

• At least one year of relevant experience in customer service, hospitality, administrative coordination, reservations, sales support, or a similar customer-facing role.
• Excellent spoken and written English, with a professional phone manner and strong customer service skills.
• Strong organizational skills, attention to detail, and the ability to manage multiple conversations, tasks, and follow-ups at the same time.
• Confidence in reaching out to customers proactively through messaging or calls to encourage participation and bookings; formal sales experience is not required.
• Comfort using spreadsheets and learning multiple communication, booking, customer management, and administrative tools.
• A reliable, self-directed approach to work, with sound judgment about when to resolve an issue and when to escalate it.
• Availability to work a US Eastern Time shift, including weekends, and access to a quiet, conducive work-from-home environment.

Preferred

• Experience with booking or reservation platforms, CRMs, customer support platforms, or tools such as Podplay, Respond.io, and WhatsApp Business.
• Background in sports, fitness, recreation, hospitality, clubs, or other membership-based businesses.
• Experience with outbound customer engagement, community outreach, events, leagues, coaching programs, or scheduling.
• Interest in badminton, pickleball, or other racquet sports.