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Job opportunity
Customer Experience Coordinator
Dunwoody, GA, US
Source: OkWhen careers · View original posting
- Employment
- full time
Employer job description
From OkWhen's posting. “We” and “our” refer to the employer.
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)
- Training & Development
- Work From Home
About this listing
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
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