Customer Experience Coordinator
Description 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