About this role
We are looking for a proactive, people focused Customer Experience Coordinator to join our team. You will be a key touchpoint for our users by providing live technical support, moderating virtual events, and helping customers succeed on our platform through clear communication, education, and reliable follow through.
Key Responsibilities
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Live Technical Support
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Deliver real time technical assistance via chat, email, and video during business hours and live events.
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Troubleshoot platform issues and escalate to technical or product teams when needed.
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Maintain an in depth knowledge of our platform’s features and common workflows.
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Customer Communication
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Respond promptly to customer inquiries across all channels (email, chat, social, etc.).
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Own issues from first contact through resolution, ensuring a positive experience.
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Document recurring questions and share insights to improve products and processes.
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Live Event Moderation & Support
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Serve as a live technical moderator for virtual events.
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Perform “tech checks” with presenters prior to their sessions to ensure they are set up for success.
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Monitor chat, Q&A, and technical stability during events and coordinate quick resolutions.
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Support occasional early morning, evening, or weekend events when required.
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Customer Education
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Guide users on how to best use our platform by sharing helpful resources and clear explanations.
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Help create and maintain FAQs, help center articles, and training materials.
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Identify gaps in user understanding and collaborate with the Customer Experience Manager and other team members to address them.
Requirements
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What We Are Looking For
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2+ years in a customer support, customer success, or community facing role.
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Strong technical troubleshooting skills and comfort learning new tools.
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Excellent written and verbal communication skills.
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Comfortable speaking in front of groups and moderating online sessions.
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Highly organized, adaptable, and able to multitask in a fast paced environment.
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Experience with support tools (for example: Zendesk, Intercom, Slack, Zoom).
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Nice To Have
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Experience supporting live or virtual events.
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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)
- Training & Development
- Work From Home