# Customer Experience Coordinator

**Company:** [OkWhen](http://jobs.workable.com/companies/qWV1ibvnApKBzXgrph35TC.md)
**Location:** Dunwoody, United States
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/3e37033c-5bb9-481b-ab17-51b37891d9e8)

## Description

We are looking for a proactive, people focused Customer Experience Coordinator to join our team. You will be a key touchpoint for our users by providing live technical support, moderating virtual events, and helping customers succeed on our platform through clear communication, education, and reliable follow through.

  
**Key Responsibilities**

  
**Live Technical Support**  

-   Deliver real time technical assistance via chat, email, and video during business hours and live events.
-   Troubleshoot platform issues and escalate to technical or product teams when needed.
-   Maintain an in depth knowledge of our platform’s features and common workflows.

**Customer Communication**  

-   Respond promptly to customer inquiries across all channels (email, chat, social, etc.).
-   Own issues from first contact through resolution, ensuring a positive experience.
-   Document recurring questions and share insights to improve products and processes.

**Live Event Moderation & Support**  

-   Serve as a live technical moderator for virtual events.
-   Perform “tech checks” with presenters prior to their sessions to ensure they are set up for success.
-   Monitor chat, Q&A, and technical stability during events and coordinate quick resolutions.
-   Support occasional early morning, evening, or weekend events when required.

**Customer Education**  

-   Guide users on how to best use our platform by sharing helpful resources and clear explanations.
-   Help create and maintain FAQs, help center articles, and training materials.
-   Identify gaps in user understanding and collaborate with the Customer Experience Manager and other team members to address them.

## Requirements

**What We Are Looking For**  

-   2+ years in a customer support, customer success, or community facing role.
-   Strong technical troubleshooting skills and comfort learning new tools.
-   Excellent written and verbal communication skills.
-   Comfortable speaking in front of groups and moderating online sessions.
-   Highly organized, adaptable, and able to multitask in a fast paced environment.
-   Experience with support tools (for example: Zendesk, Intercom, Slack, Zoom).

**Nice To Have**  

-   Experience supporting live or virtual events.
-   Experience creating customer facing documentation, tutorials, or training content.

## Benefits

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