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Responsibilities
- Must be available starting each day at 9am MDT US Time
- Serve as the voice and ambassador of the Courtly brand, engaging with clients through email, live chat, and social media
- Guide customers through every step of their Courtly journey, providing proactive, personalized support
- Maintain in-depth knowledge of Courtly’s services to address and troubleshoot customer inquiries effectively
- Take initiative to follow up with customers and ensure their needs are met in a timely manner
- Keep detailed and organized records of customer interactions
- Collaborate with the team to create and improve customer service processes, including documentation
- Meet and exceed customer experience KPIs set by Customer Success Managers
- Assist in building a community of loyal Courtly customers
- 2+ years of experience in a customer support or concierge role, preferably within a fast-paced, high-touch environment
- Proficiency in Airtable and support tools like Intercom or similar platforms
- Excellent written communication skills with a detail-oriented approach
- Strong emotional intelligence and a genuine passion for helping others
- Initiative, resourcefulness, and a proactive attitude in ensuring customer satisfaction
- Ability to work independently while contributing to the team’s success
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