Client Support Coordinator (Part-time)

LifeLabs Learning is the source for instantly useful, delightfully unusual, science-backed training for managers and teams. We teach skills to build passionate and high-performing teams faster. We're a diverse team of experts who focus on tipping point skills like coaching, feedback, prioritization, and inclusion — teaching only the behaviors that lead to the biggest impact in the shortest time. We make these skills stick by helping organizations build them into their culture and systems - and we have fun doing it! Learn more about us here https://lifelabslearning.com/life-at-lifelabs/! --------------------------------------------------------------------------------------------- CLIENT SUPPORT COORDINATOR (PART-TIME) LifeLabs Learning is seeking a highly organized and proactive Client Support Coordinator (part-time) to join our team. In this role, you'll support clients and internal teams regarding reported product issues, ideas, and requests for product information. You'll support one-to-many onboarding and program rollout support for low-touch client segments. The deets: - Start date: ASAP - Location: Remote (must be willing to work specific hours as indicated below) - Employment Type: Part-time - Hourly Pay: $26.50 - $29.00 per hour - Starting hourly pay rate matches your skills and readiness for the role assessed during the interview process. - Hours: Up to 29 hours per week - Required availability: - Monday - Thursday (3:30am - 1:30pm Eastern Time) - Shifts will vary between 3:30am - 10:30am and 6:30am - 1:30pm ET OR - Monday - Thursday (12:00pm - 10:30pm Eastern Time) - Shifts will vary between 12:00pm - 7:00pm and 3:30pm - 10:30pm What You'll Do: 1. Client Support Purpose: Providing outstanding support to clients to support in client retention. - Maintain expertise over our product offerings, supporting technologies, and their functionality. - Coordinate with Product Operations for onboarding support (i.e. logistical tasks - invoicing, scheduling, onboarding, travel, etc.) - Handle all post-onboarding client requests for product support as needed during the course of the program - Respond to all client and labmate communications with clarity, accuracy, simplicity and warmth in line with our Service Level Agreements (SLA's) - Review, route, and respond to submissions to our product ticketing system - Answer client questions and loop in the appropriate collaborators when needed - Communicate client policies accurately - Troubleshoot reported issues related to products and product systems and follow up with Clients to ensure that reported technical difficulties have been resolved. - Lead or attend client calls for support as needed - Manage and execute on emergency communications to our clients in response to workshop delivery emergencies, world events, security issues, or other urgent matters - Rescue Crew and PTO Swaps Coverage - Reach out to facilitators when needed for availability for emergency coverage, off-hours workshops, off-off hours workshops, or in-person workshops. - Assist in at-scale facilitator swaps (i.e. for leaves, role departures, role changes, utilization issues, etc) - Collaborate with the Ops team to ensure our coverage policies are streamlined, efficient and effective. - OOO Coverage - Maintain expertise over our product offerings, supporting technologies, and their functionality. - Handle and/or coordinate OOO coverage of all required responsibilities for the logistics and support team. - Serve as backup for Client Success for emergent coverage. Success metrics: - Meet 95% of response time SLAs - Maintain a 85% CSAT score - Up-to-date and accurate client data and documentation maintained in all relevant systems - Positive feedback from internal stakeholders and clients regarding support and onboarding experiences - Complete Monthly Metrics in Culture Amp every month What You'll Bring: - Experience working in a client helpdesk or support function - Exceptional organizational and project coordination skills - Experience in program implementation or event logistics - Ability to adapt and problem-solve in real time - Technical proficiency and prior experience supporting the successful implementation and ongoing use of SaaS products - Effective written and verbal communication skills in a client support environment - the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language - Experience using one or more client support and ticketing systems like Freshdesk, Intercom, Zendesk, etc. - Experience building and maintaining internal and external knowledge bases and writing client facing documentation

LifeLabs Learning is the source for instantly useful, delightfully unusual, science-backed training for managers and teams. We teach skills to build passionate and high-performing teams faster. We're a diverse team of experts who focus on tipping point skills like coaching, feedback, prioritization, and inclusion — teaching only the behaviors that lead to the biggest impact in the shortest time. We make these skills stick by helping organizations build them into their culture and systems - and we have fun doing it! Learn more about us here https://lifelabslearning.com/life-at-lifelabs/!