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