Customer Support Coordinator at CRANK CRANK is on the lookout for an enthusiastic and detail-oriented Customer Support Coordinator to ensure our clients (CREW) receive outstanding service and support from initial enquiry through to offboarding. As the coordinator of frontline client interaction, you'll be pivotal in upholding our reputation for exceptional customer care, acting as the primary liaison and resolving any issues that arise with efficiency and empathy. You will lead a team of 2-4 CS team members and coordinate a mix of closing inbound enquiries and sales, overseeing onboarding of new clients and account the managing a growing pool of current coached clients. You will oversee the needs of all clients who are using our weekly program as well as attending our Short Term Accommodation programs which run over the weekends. Responsibilities Documenting new processes and templates Provide prompt and courteous responses to customer inquiries through phone, email, and chat. Effectively address and resolve customer issues and complaints. Collaborate with coaching operations team to guarantee customer satisfaction and fun interactions at CRANK Keep precise records of customer interactions and transactions in our CRM (currently active campaign) Keep client records up to date in our inhouse built customer portal Inform customers about our programs and STA offerings Identify and escalate urgent issues to the coaching operations team Continually enhance the customer service abilities and product knowledge of your team Perform additional duties as needed to support your team. Oversea open days and trials of our weekly program experiences Qualifications A Bachelor's degree is preferred in business or other related areas such as marketing or operations A minimum of 4 years' experience in customer service or a related field. Exceptional communication and interpersonal skills. Strong problem-solving abilities. Team management and leadership capabilities Technology proficiency including helping improve our portal and roll-out telephone and CRM changes Capable of working both independently and as part of a team. Proficient with Microsoft Office and customer service software. Skilled at multitasking and prioritizing tasks effectively. A keen eye for detail. At CRANK, we value the connection between our clients and our team. If you're driven to provide top-notch customer support and thrive in a dynamic environment, we'd love to have you on board. Join us and play a key role in maintaining and enhancing our standard of customer experience excellence.