Customer Experience Coordinator

Talentoma; Florida; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Customer Experience Coordinator to manage customer questions, emails, and service tickets. This fully remote position is based in Florida and requires a 40-hour weekly commitment.

You will organize responses, update CRM records, and coordinate with team members to ensure timely, accurate information and smooth handoffs. Strong communication and ticket-tracking skills are essential for success.

Qualifications

• High school diploma or equivalent is required.
• Around 1–2 years in customer support or CX coordination is preferred.
• Familiar with support workflows, ticket prioritization and handoffs.
• Ability to use Zendesk and Salesforce to maintain clear histories.
• Strong written and verbal communication to explain product information.
• Good judgment for when to escalate to a team lead.
• Reliable home setup with fast internet for remote work.
• Commitment to the 40-hour weekly schedule and shift timing.

Responsibilities

• Review incoming emails and tickets, group by topic and urgency.
• Check requests against history before routing or handing off.
• Update CRM notes to keep context clear for colleagues.
• Coordinate responses to routine questions and confirm needed actions.
• Route tickets to appropriate teammates with necessary details.
• Track open requests, monitor updates, and follow up as needed.
• Keep customers informed with clear progress messages.
• Escalate unresolved issues with concise context and next steps.
• Review interactions for accuracy and thoroughness.
• Close resolved tickets and prepare handoffs with pending items.

Skills

Zendesk proficiency

Salesforce

Customer support workflows

Communication

Remote collaboration

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Job description

Job Title:

Customer Experience Coordinator

Monthly Pay:

$3,533 - $4,962 USD per month

Summary:

Each shift begins with the open queue: customer questions, emails, and service tickets awaiting coordinated attention. The Customer Experience Coordinator organizes responses and follow-through so customers receive clear product or service information without unnecessary repeat contact. This position sits within the customer support team, works under a customer service team lead, and collaborates with customers and internal service colleagues. The position is fully remote, allowing you to work from home in Florida, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer emails and service tickets in a support platform such as Zendesk, grouping requests by topic, urgency, and next action.
• Check each request against available customer history and product or service information before arranging the appropriate response or internal handoff.
• Update contact details and interaction summaries in a CRM such as Salesforce, keeping customer context clear for colleagues handling related requests.
• Coordinate responses to routine customer questions, sharing accurate information and confirming which issues need another support team member's involvement.
• Assign or route service tickets to the appropriate support colleague, including the customer's question, checks completed, and the action still needed.
• Track open requests throughout the shift, monitor promised updates, and follow up with colleagues when an answer or action remains outstanding.
• Keep customers informed about progress using clear, courteous messages that explain next steps without promising outcomes outside the support team's control.
• Escalate unresolved questions, recurring service obstacles, and uncertain priorities to the customer service team lead with concise context and proposed next steps.
• Review completed interactions for accuracy, turnaround, complete notes, and follow-up, using team feedback to improve coordination and reduce repeat customer contact.
• Close resolved tickets after confirming the outcome, then prepare a shift handoff highlighting pending questions, assigned owners, and any outstanding customer updates.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer support or customer experience coordination experience preferred, especially organizing service requests and following issues through resolution.
• Familiarity with customer support workflows, ticket prioritization, service handoffs, and the connection between timely updates and customer satisfaction.
• Ability to navigate a support platform such as Zendesk and maintain clear customer interaction histories in a CRM such as Salesforce.
• Clear written and verbal communication, with the ability to explain product or service information and summarize unresolved questions for colleagues.
• Sound judgment when checking information, identifying missing context, and deciding when a customer request needs team lead guidance.
• A reliable computer, high-speed internet, and quiet private workspace suitable for handling customer conversations and accessing remote support systems.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable participation in handoffs and team check-ins.
• Authorization to work in the United States.
• Fully remote work from home in Florida, United States, with desk-based responsibilities focused on customer experience coordination.
• Structured onboarding and training on a support platform such as Zendesk and a CRM such as Salesforce.
• Regular check-ins with the customer service team lead to review priorities, discuss questions, and receive practical feedback.
• Opportunities to build customer experience coordination, ticket prioritization, customer communication, and cross-team follow-through skills through daily work.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.