# Customer Experience Coordinator

> OkWhen · Dunwoody, United States · Full-time · Posted 2026-10-22

**Salary:** USD 30,000–35,000

**Workplace:** on_site

## Description

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 adhering to any applicable KPIs or SLAs.

-   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.

## Requirements

**What We're Looking For**

-   Excellent communication skills — both written and verbal.
-   Comfortable speaking in front of groups or individual presenters from various backgrounds and professional fields.
-   Moderating online sessions and quickly, calmy, and effectively troubleshooting issues.
-   2+ years in a customer support, customer success, or community-facing role.
-   Highly organized, adaptable, and able to multitask in fast-paced environments.
-   Comfortable learning new software and helping others navigate it.
-   Comfortable with helping contribute to process and resource creation.
-   Self-starter and comfortable utilizing resources available to you with minimal support.
-   Familiarity with tools like Zendesk, Unity Intercom, Slack, Zoom, etc.

**Nice to Have**

-   Experience supporting live or virtual events.

-   Experience working in a team-oriented environment.
-   Familiarity with creating customer-facing documentation 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

## Apply

[Apply at OkWhen](https://apply.workable.com/behaviorlive/j/E2698E576C/apply)

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