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!

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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

Want to know what to expect ahead? 

Step 1: Complete the application below.

Step 2: Complete a Pre-Interview Work Simulation: Do a pre-interview work simulation (3 hours max self-led on our testing software. Typically candidates finish this step in 2 hours, however, we don't expect it will take everyone this long - no worries if you finish quicker!)

• Given that this role works remotely, we want to see how you would work through some of the daily tasks, responsibilities, and challenges you would come across through a day-in-the-life work simulation. You'll get a sense of the role and give us an opportunity to see your skills in action.

• Your answers will not be used for any other purposes beyond evaluating your candidacy for this role, as it’s important for both of us to get a glimpse of how you would handle a day-in-the-life of this role.

Step 3: Join an Expertise interview (60-minute interview over Zoom)

Step 4: Join a Role & Values interview (45-minute interview over Zoom)

*Note: All live interviews will be recorded and erased after 3 years of the interview (so you can be automatically considered for future openings), or upon your request.

To start! If you're interested: please send us your resume and complete the application below.

Let’s do this! Come be part of a team where you will learn something new every day, challenge yourself and others, laugh a lot, and make a real impact by teaching people life’s most useful skills.

LifeLabs Learning is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We will not have access to your personal Equal Employment Opportunity Commission information during the interview process. LifeLabs Learning is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, please let us know in your application or email us at Work@LifeLabsLearning.com