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Customer Experience Coordinator

OkWhen
Dunwoody, USA
Full-time
Junior · 2+ years experience
Onsite
Discovered 3 days ago
Communication

Full Job Posting

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.

Requirements

  • 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.

Benefits

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

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