Coordinator, Customer Experience

Job not on LinkedIn

🕒 May 4

🇺🇸 United States – Remote

💵 $85k - $90k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Goody

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

☁️ SaaS

💰 $15M Series A - Goody on 2021-11

SaaS

Goody is a web-based application that requires JavaScript to run. The provided text contains placeholder and repeated content with no clear product, service, or industry-specific details, so Goody appears to be a JavaScript-dependent web app but its purpose and target market are not specified.

📋 Description

• Own and maintain help center articles, ensuring all content is accurate, up to date and easy to understand • Partner cross-functionally with marketing, product, customer success and operations teams to understand new use cases, product launches and features • Create and update support macros to reflect current policies, product changes and common customer scenarios • Audit existing documentation regularly and proactively identify gaps or outdated content • Main point of contact for our marketplace API partnerships • Serve as the primary internal resource for our BPO support team, answering questions and clarifying process or policy • Identify recurring BPO support agent questions and address root causes • Assist with support team tasks including ticket triage, support calls via Zoom, escalation management, and coverage during high-volume periods • Help track and report on key support metrics, flagging issues or trends to leadership • Support special projects and operational improvements as the team grows

🎯 Requirements

• 1–3 years of experience in a customer support, CX operations or similar role • Strong writing skills: you can explain complex topics clearly and concisely • Experience maintaining a knowledge base, help center or support documentation • Comfortable working with support tools and CRM systems (e.g., Kustomer, Zendesk, or similar CRM/ticketing platforms) • Experience with AI features/systems in support platforms • Highly organized with strong attention to detail • High EQ and ability to demonstrate empathy when communicating with customers and navigating difficult situations • Strong communication and follow-up skills with the ability to handle multiple projects at once with a sense of urgency • Self-starter who can manage their own workload and flag issues proactively • Available to work weekends (one day preferably Saturday) as part of your regular schedule • Experience working with or coordinating BPO or outsourced support teams • Familiarity with gifting, e-commerce, or B2B SaaS products • Experience building training resources • Strong interest in supporting Goody’s mission to help celebrate and lift up others, spread joy and bring ease and fun to the gifting experience!

🏖️ Benefits

• 100% remote work • Group medical, dental, and vision coverage insurance (with opt-out benefits) • 401k • Stock options • Open PTO, with a company-wide summer break designed to counterbalance the demands of the year-end holiday season. • Paid parental leave benefits • Annual company offsite – past locations include Cabo, San Diego, and Banff • $100/month reimbursement for wellness • $500 annual education stipend • Lots of Goodys!