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. 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