Customer Experience Coordinator

Key Responsibilities

• Deliver real time technical assistance via chat, email, and video during business hours and live events
• Troubleshoot platform issues and escalate to technical or product teams when needed
• Maintain an in depth knowledge of our platform's features and common workflows
• Respond promptly to customer inquiries across all channels (email, chat, social, etc.)
• Own issues from first contact through resolution, ensuring a positive experience
• Document recurring questions and share insights to improve products and processes
• Serve as a live technical moderator for virtual events
• Perform "tech checks" with presenters prior to their sessions to ensure they are set up for success
• Monitor chat, Q&A, and technical stability during events and coordinate quick resolutions
• Support occasional early morning, evening, or weekend events when required
• Guide users on how to best use our platform by sharing helpful resources and clear explanations
• Help create and maintain FAQs, help center articles, and training materials
• Identify gaps in user understanding and collaborate with the Customer Experience Manager and other team members to address them

Requirements

• 2+ years in a customer support, customer success, or community facing role
• Strong technical troubleshooting skills and comfort learning new tools
• Excellent written and verbal communication skills
• Comfortable speaking in front of groups and moderating online sessions
• Highly organized, adaptable, and able to multitask in a fast paced environment
• Experience with support tools (for example: Zendesk, Intercom, Slack, Zoom)

Nice to Have

• Experience supporting live or virtual events
• Experience creating customer facing documentation, tutorials, or training content

Benefits

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