Customer Support Coordinator Jobs

The Customer Support Coordinator is a member of the Support organization with Bellhop, and leads and handles customer escalations resulting from product and service failures. This role brings authentic empathy, urgency, structure, and additional internal resources when necessary to fully resolve customer challenges that would otherwise result in a high level of customer dissatisfaction.

High level: This role is responsible for taking escalated customer situations and turning them into high-five experiences. The ideal candidate has experience working on a highly cross-functional support team, collaborating with teammates to solve complex logistical and service challenges.

To be successful, a strong candidate finds opportunities for efficiency, is a natural problem solver, and is capable of multitasking and supporting an array of complex customer problems. This individual should be comfortable taking charge of high-stress situations, giving direction to customers, Bellhop Pros, and third-party vendors as needed to drive swift resolution to service incidents.

Basic Qualifications:

• Weekend and holiday availability in line with business needs
• Able to keep it real and have difficult conversations when necessary with customers, Bellhop Pros, third party providers, and internal stakeholders
• At least 3 years of customer service experience, preferably in an app-based marketplace or logistical space
• Ability to work effectively in a fast-paced environment, managing multiple complex customer issues concurrently
• Excellent written and verbal communication skills
• High degree of organization and eye for detail: seemingly small details can make or break someone’s move day

Responsibilities

• 1) Own complex escalations end-to-end, from initiation through resolution, by developing and adapting action plans, collaborating with a cross-functional team, and keeping lines of communication open between impacted parties
• 12) Assist with other support-related tasks and projects as needed.
• Escalations Management:
• 2) Support service failure response and coordination between the customer, Bellhop workforce (Pros), third party service providers, and internal Bellhop stakeholders as needed
• Other Support Needs:
• 5) Provide process improvement recommendations for improving the customer experience.
• 4) Seek guidance from senior managers as needed for higher complexity escalations with elevated risk of loss.
• 8) Review and reply to public-facing customer reviews across business pages and platforms, including to Yelp, Google, Trustpilot, BBB, and others.
• Customer Review Management:
• 6) Provide feedback to product managers and engineers based on learnings from customer engagements
• 3) Set customer expectations and provide continual updates regarding resolution action plans and progress, both externally (to the customer) as well as to Bellhop internal stakeholders.
• 11) Log and tag reviews appropriately to ensure full issue resolution and effective data tracking.
• 7) Execute the review management process.
• 10) Respond publicly to reviews in a tonally appropriate way that aligns with brand and voice guidelines
• 9) Lead and drive the internal review response process: identifying related orders, customers, and support tickets, investigating root causes, and attempting full resolution in a single response where possible.

Coverage / Schedule Needs

• Most Bellhop customers choose to move on weekends. To meet that business need, weekend and holiday availability is required for this role, with the exception of 4 “no operations” holidays: January 1 (New Year’s Day), July 4 (Independence Day), Thanksgiving Day, and Christmas Day.
• Bellhop’s hours of operation are Monday through Sunday, 7AM - 10PM Eastern Time.