Customer Experience Coordinator

Customer Experience Coordinator 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 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.