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 o