What are the responsibilities and job description for the Customer Experience Coordinator position at OkWhen?
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.
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
- Free Food & Snacks