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Audit existing documentation regularly and proactively identify gaps or outdated content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
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
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

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!

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!

Coordinator, Customer Experience

Key skills