Coordinator, Customer Experience

Roles and Responsibilities:

• Own and maintain help center articles, ensuring all content is accurate and up to date.
• Partner cross-functionally with marketing, product, and operations teams to understand new use cases.

BPO Team Support:

• 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.

General Support Operations:

• Assist with support team tasks including ticket triage, support calls via Zoom, and escalation management.
• Help track and report on key support metrics, flagging issues or trends to leadership.
• Support special projects and operational improvements as the team grows.