Coordinator, Customer Experience at Goody

Coordinator, Customer Experience We'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 & Content - 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product changes and common customer scenarios - Audit existing documentation regularly and proactively identify gaps or outdated content - Main point of contact for our marketplace API partnerships BPO Team Support - Serve as the primary internal resource for our BPO support team,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, 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 and preferred qualifications: - 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! Reports to the Senior Manager, Customer Experience Goody is a fully-remote company COMPANY 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! Benefits may vary based on employment status or country location. ABOUT GOODY Goody 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.