Customer Experience Coordinator

Customer Experience Coordinator As a Customer Experience Coordinator at Artifact Uprising, you'll be the voice of our brandbuilding relationships, solving problems, and guiding our customers through their creative journeys. You'll engage with our community via email and live chat to support product creation, answer service-related questions, and ensure swift and thoughtful resolution to any issues. This role blends customer support, sales enablement, and technical troubleshooting. You'll play a key part in attracting, retaining, and delighting our customershelping turn every interaction into a meaningful moment. We're a team that collaborates closely, celebrates wins, and genuinely enjoys what we do. Job Responsibilities Deliver timely, accurate, and empathetic responses to customer inquiries via email and live chat Support customers with product questions, order issues, payments, and website navigation Proactively upsell and convert interest into purchases with thoughtful, needs-based guidance Retain customers through exceptional service and relationship-building Identify and surface patterns in customer feedback to inform internal improvements (including creating reports and analysis to share with the larger team) Collaborate on cross-functional projects and assist with ad hoc tasks to support overall CX performance Occasionally work evenings or weekends based on team needs and seasonal demand Monitor and ensure customer orders successfully progress through fulfillment Partner with production teams to identify and resolve order-related issues, coordinating customer communication when action is needed to prevent delays Support continuous improvement initiatives by identifying opportunities to streamline and automate CX processes and workflows Manage customer-facing promotional and credit code programs, including setup, troubleshooting, and ongoing maintenance (promo/credit code creation, deletion, etc) Process specialized customer account requests, including tax-exempt account management and account deletion requests Assist in monitoring and escalating potentially fraudulent activity to protect customers and the business Provide technical support expertise to the CX team, assisting with complex troubleshooting and platform-related customer issues Support CX reporting and analytics efforts by gathering, analyzing, and sharing customer insights to inform business decisions Qualifications Bachelor's degree or equivalent relevant experience 13 years in a customer support or client-facing role; eCommerce experience preferred Sales-minded with an ability to identify opportunities and drive conversion Comfortable with multiple technical platforms (e.g., Zendesk, Google Suite, Looker) Able to prioritize and troubleshoot effectively in a fast-paced, high-volume environment Strong written and verbal communication skills with a warm, professional tone Team player with excellent attention to detail and follow-through Calm under pressure and always customer-first in your approach Teachable and excited to grow $42,000 - $44,000 a year The final salary is commensurate with experience, skills, and organizational equity considerations. Artifact Uprising is a Colorado-based company that creates premium quality, customizable photo goods for your digital photos. Driven by the mission to empower people to tell their stories effortlessly, beautifully and often, the company is known for elevated design and thoughtfully sourced materials. Signature products include the Layflat Album touting ultra-thick pages and foil-stamped covers, textured matte Everyday Prints, and a line of customizable frames. Artifact Uprising was recently named on the Built In Colorado's 2025 Best Places to Work list. We are a tight-knit team who works with some of the latest technology to delight and inspire our customers. Job Perks Industry leading health, vision and dental insurance for families (Plans cover 100% for employees and up to 95% for dependents), flexible vacation policy, Gym partnership with ClassPass, 401(k) matching plan, Year-End Company Bonus Plan. Why Artifact Uprising? Creative Freedom We value the creative process and look to our employees to speak into Artifact Uprising products, identity and approach regardless of position or title. We look for driven people who demonstrate initiative to take the company to the next level. The Working Life We strive to create a workplace where everyone works hard but also has the flexibility and balance to enjoy life outside of the office. It Won't Be Boring We are a small company with big ideas - and we recognize it will take every last one of us to reinvent the way brands approach business. We believe a good workplace empowers its team to rise to new challenges, expand their skill sets and think outside of the box. Through this, we foster a company culture that is always growing, always reaching, and always looking to see things differently. Artifact Uprising is an Equal Employment Opportunity (EEO) employer. We do not discriminate based upon race, color, sexual orientation, gender identity, religion, national origin, age, disability, or veteran status.