Customer Experience Coordinator

OkWhen; Dunwoody (GA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Paid Time Off (Vacation, Sick & P


Family Leave (Maternity, Paternity)

Training & Development

Work From Home

Job summary

OkWhen is seeking a proactive Customer Experience Coordinator to support users through live technical assistance, event moderation, and customer education. You will communicate clearly, educate users, and ensure reliable follow-through to help customers succeed on our platform.

Responsibilities include real-time support, documenting questions, and collaborating with product teams to improve experiences. This role requires strong communication, organization, and comfort with live events.

Qualifications

• 2+ years in customer support or related role.
• Strong technical troubleshooting skills.
• Excellent written and verbal communication abilities.
• Comfortable speaking in front of groups and moderating online sessions.
• Highly organized, adaptable and capable of multitasking.
• Experience with common support tools (e.g., Zendesk, Intercom, Slack, Zoom).

Responsibilities

• Provide live technical support via chat, email, and video during business hours and events.
• Manage customer inquiries from first contact to resolution.
• Moderate live events and ensure smooth technical delivery.
• Create and share helpful resources; contribute to FAQs and training materials.

Skills

Customer support

Technical troubleshooting

Communication skills

Public speaking

Organization & multitasking

Tool experience

Tools

Zendesk

Intercom

Slack

Zoom

Job 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 elevate 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.

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.

• 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