ZAPP Customer Support Coordinator (Hybrid)

Summary of Position

ZAPP, or ZAPPlication, is a Software-as-a-Service (SaaS) platform designed to help facilitate submitting, managing, and evaluating applications from artists and vendors to art fairs and festivals nationwide. The ZAPP customer support coordinator is responsible for responding to customer questions and requests, onboarding new customers through virtual training and phone calls, and coordinating the logistics for ZAPP add-on services. Designed to be collaborative and customer-focused, this role will help ensure the ZAPP team and its customers are set up for optimal efficiency by contributing to a positive, customer-focused atmosphere. The right person for this role will be able to learn and explain ZAPP system functionality and will approach customer questions and issues with curiosity and a desire to provide solutions creatively. Though this position is heavily customer-facing, it’s important to us to find a candidate willing to learn more about tech product lifecycles, product testing, and reporting issues with websites. 

Position Type/Expected Hours of Work

This is an exempt, full-time, hybrid position that requires residence in the Denver Metropolitan area of Colorado. In-person attendance at Creative West’s shared office space is required approximately 20% of working days throughout the year and can be requested at Creative West’s discretion. General hours and work days are Monday through Friday, 8:30 a.m. to 5 p.m. Mountain Time. The Creative West office and most staff are currently located in Denver, Colorado.

Essential Functions

Business

• Provide daily customer support for ZAPP users through phone and virtual methods.
• Build positive working relationships with customers for repeat business.
• Complete business transaction tasks, including creating and sending invoices, sending payment reminders, and logging received payments. 
• Maintain up-to-date customer records in ZAPP, Asana, Zoho, PayPal, or other CRM or financial systems. 
• Lead customer onboarding, Zoom trainings, and demonstrations of ZAPP and ZAPP add-on services.  
• Coordinate all ZAPP add-on services, including scheduling, contracting, and payment collection.
• Manage Jury Buddy process, including preparing system schedules, communicating with clients, coordinating quality assurance checks, and arranging shipments. 
• Communicate with customers, identify solutions for recouping lost funds, and handle correspondence through PayPal and Braintree to resolve chargebacks amicably.
• Participate in long and short-term planning and goal processes, developing and managing initiatives that advance ZAPP and Creative West goals. 
• Perform other duties as may be assigned.

Technical

• Perform quality assurance checks, testing, and troubleshooting of Jury Buddy software and hardware. Coordinate equipment inventorying, repairs and replacements at regular intervals. 
• Troubleshoot and document ZAPP system errors and bugs. 
• Draft specifications for new system features. 
• Participate in ZAPP system testing of bug fixes and new features.

Competencies

• Exceptional customer service acumen. We are looking for people who can efficiently address and resolve customer questions and issues with care, compassion, patience, and creativity.  
• Strong written and verbal communication. We are looking for people adept at avoiding ambiguity, those who can tailor their messages to be easily understood and adapt their tones to suit different audiences and situations in various digital formats. 
• Highly detail-oriented and organized. We are looking for those who thrive in noticing small details, organizing things logically and intuitively, and have experience with maintaining accurate business records. 
• Commitment to diversity, equity, accessibility, and inclusion. We are interested in individuals who have experience in these areas or are willing to learn more and adopt practices that support these commitments, including using non-discriminatory language that respects and acknowledges diverse audiences. 
• High degree of self-accountability. Ideal candidates take ownership of their work, set realistic goals and priorities, and follow through on commitments in the time frame required.
• Proficiency with software and technical tools. Ideal candidates don’t have to be highly technical, but we’re looking for quick technology adapters who can explain digital media and CRM workflows. Prior experience is desirable, as is the ability to learn quickly.  
• Interest in the arts. We welcome those with a shared passion for uplifting the arts and creativity, regardless of prior experience. 

Compensation

This is a coordinator-level position. The hiring range for this position is $57,784 to $62,500. Starting salary will be established based on the skills and competencies the candidate will provide to achieve the essential and preferred functions.

Benefits

Creative West offers a competitive benefits package for all full-time employees, including:

• Employer-paid health insurance
• Employer-paid life and disability insurance
• Dental insurance is partially subsidized by the employee
• 401(k) with up to 5% match
• 37.5 hour work week
• Generous vacation and sick leave
• 10 paid holidays plus the week off between Christmas and New Year’s Day

What else should I know before applying? 

Creative West is a regional arts service organization. Though we all work to support the arts sector, this position and the web-services division at Creative West are aligned with that of a Software as a Service application. We support the arts and are artists, arts enthusiasts, and creatives ourselves, but our work is more business, operations, and technology-focused than some other areas at Creative West. 

This is a remote position approximately 80% of the time, although this role will support in-person quality assurance, testing, and logistics activities several times throughout the year (approximately 52 work days). Candidates must be local to the Denver Metro area to apply for this role. We are not able to offer relocation assistance for this position. 

This role will not be regularly expected or required to work outside of Creative West’s business hours of 8:30 a.m. to 5 p.m. Mountain Time. If your needs require a more flexible schedule with frequent daily adjustments to work outside of business hours, this may not be the best fit. 

We do read your cover letters! While we don’t require a cover letter with your application, cover letters can be a good opportunity to “connect the dots” or explain things about yourself that we might not otherwise be able to glean from your resume alone. 

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Creative West, we are committed to building a diverse, inclusive, equitable and authentic workplace. If you're excited about this role, but your past experience doesn't perfectly align with every qualification in the job posting, we encourage you to apply anyway. You may be just the right candidate for this or other roles with us.