Customer Experience Coordinator

OkWhenDunwoody, GA

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

Benefits

Health Insurance

Dental Insurance

Vision Insurance

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 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.

Requirements

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.

Benefits

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

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FAQs About Customer Experience Coordinator Jobs at OkWhen

What is the work location for this position at OkWhen?

This job at OkWhen is located in Dunwoody, GA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at OkWhen?

Employer has not shared pay details for this role.

What employment applies to this position at OkWhen?

OkWhen lists this role as a Full-time position.

What experience level is required for this role at OkWhen?

OkWhen is looking for a candidate with "Senior-level" experience level.

Does OkWhen allow remote work for this role?

Yes, this position at OkWhen supports remote work, giving candidates the flexibility to work outside the primary office location.

What benefits are offered by OkWhen for this role?

OkWhen offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Paid Vacation, and Parental and Family Leave for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at OkWhen?

You can apply for this role at OkWhen either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.