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Coordinator, Customer ExperienceWe're hiring a CX Coordinator to join our Customer Experience team. In this role, you'll be a key partner to our support operations: keeping our knowledge base accurate and current, serving as a resource for our BPO team and helping tackle the day-to-day tasks that keep the support team running smoothly. This is a great opportunity for someone who is detail-oriented, proactive and passionate about delivering great customer experiences.Roles and Responsibilities:Knowledge Base & ContentOwn and maintain help center articles, ensuring all content is accurate, up to date and easy to understandPartner cross-functionally with marketing, product, customer success and operations teams to understand new use cases, product launches and featuresCreate and update support macros to reflect current policies, product changes and common customer scenariosAudit existing documentation regularly and proactively identify gaps or outdated contentMain point of contact for our marketplace API partnershipsBPO Team SupportServe as the primary internal resource for our BPO support team, answering questions and clarifying process or policyIdentify recurring BPO support agent questions and address root causesGeneral Support OperationsAssist with support team tasks including ticket triage, support calls via Zoom, escalation management, and coverage during high-volume periodsHelp track and report on key support metrics, flagging issues or trends to leadershipSupport special projects and operational improvements as the team growsRequirements and preferred qualifications:1–3 years of experience in a customer support, CX operations or similar roleStrong writing skills: you can explain complex topics clearly and conciselyExperience maintaining a knowledge base, help center or support documentationComfortable working with support tools and CRM systems (e.g., Kustomer, Zendesk, or similar CRM/ticketing platforms)Experience with AI features/systems in support platformsHighly organized with strong attention to detailHigh EQ and ability to demonstrate empathy when communicating with customers and navigating difficult situationsStrong communication and follow-up skills with the ability to handle multiple projects at once with a sense of urgencySelf-starter who can manage their own workload and flag issues proactivelyAvailable to work weekends (one day preferably Saturday) as part of your regular scheduleExperience working with or coordinating BPO or outsourced support teamsFamiliarity with gifting, e-commerce, or B2B SaaS productsExperience building training resourcesStrong interest in supporting Goody’s mission to help celebrate and lift up others, spread joy and bring ease and fun to the gifting experience!Reports to the Senior Manager, Customer ExperienceGoody is a fully-remote companyCompany Benefits100% remote work Group medical, dental, and vision coverage insurance (with opt-out benefits)401k Stock optionsOpen PTO, with a company-wide summer break designed to counterbalance the demands of the year-end holiday season.Paid parental leave benefitsAnnual company offsite – past locations include Cabo, San Diego, and Banff$100/month reimbursement for wellness$500 annual education stipend Lots of Goodys!Benefits may vary based on employment status or country location.About GoodyGoody is a modern gifting platform built to help companies create meaningful connections at scale. We power thoughtful, on-brand gifting experiences for leading teams, making it easy to send the right gift to the right person at the right moment without the logistics headaches.Goody was founded in 2020 and is backed by leading investors like NEA, SoftBank, and Quiet Capital. We are a fully remote, product-driven team trusted by 64 percent of the Fortune 100. In 2025, Inc. ranked Goody as the fastest-growing gifting company in the United States, reflecting our momentum and focus on building exceptional experiences for customers and teammates alike.
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