Coordinator, Customer Experience
New
G
GoodyGifting, e-commerce
Location: USAFull-TimeMiddle
Salary85,000 - 90,000 USD per year
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Job Details
- Experience
- 1–3 years of experience
- Required Skills
- Communication SkillsAttention to detailOrganizational skillsCustomer supportZendesk
Requirements
- 1–3 years of experience in a customer support, CX operations or similar role
- Strong writing skills: you can explain complex topics clearly and concisely
- Experience maintaining a knowledge base, help center or support documentation
- Comfortable working with support tools and CRM systems (e.g., Kustomer, Zendesk, or similar CRM/ticketing platforms)
- Experience with AI features/systems in support platforms
- Highly organized with strong attention to detail
- High EQ and ability to demonstrate empathy when communicating with customers and navigating difficult situations
- Strong communication and follow-up skills with the ability to handle multiple projects at once with a sense of urgency
- Self-starter who can manage their own workload and flag issues proactively
- Available to work weekends (one day preferably Saturday) as part of your regular schedule
- Experience working with or coordinating BPO or outsourced support teams
- Familiarity with gifting, e-commerce, or B2B SaaS products
- Experience building training resources
Responsibilities
- Own and maintain help center articles, ensuring all content is accurate, up to date and easy to understand
- Partner cross-functionally with marketing, product, customer success and operations teams to understand new use cases, product launches and features
- Create and update support macros to reflect current policies, product changes and common customer scenarios
- Audit existing documentation regularly and proactively identify gaps or outdated content
- Serve as the primary internal resource for our BPO support team, answering questions and clarifying process or policy
- Identify recurring BPO support agent questions and address root causes
- Assist with support team tasks including ticket triage, support calls via Zoom, escalation management, and coverage during high-volume periods
- Help track and report on key support metrics, flagging issues or trends to leadership
- Support special projects and operational improvements as the team grows
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