Client Experience Coordinator

DocNetwork•Ann Arbor, MI

11d•$50,000 - $60,000•Hybrid

About The Position

DocNetwork, through the CampDoc and SchoolDoc platforms, provides innovative health and safety solutions to a diverse group of organizations, which include traditional day and residential camps, YMCAs, JCCs, Girl Scouts, Boy Scouts, parks and recreation facilities, colleges and universities, and K-12 public, private, and charter schools. Our suite of products integrate seamlessly to help ensure the health and safety of the participants for the organizations we serve. Our team, headquartered in Ann Arbor, MI, is united by a shared commitment to getting curious—about our clients, our teammates, our product, and ourselves—and to delivering beyond expectations by creating solutions where our customers, company, and community all win. We choose to stay mindful in how we show up each day and to communicate openly with clarity and respect, building trust across our teams. Above all, we believe great work happens when we build connections—with one another and with those we serve—fostering a supportive, inclusive environment where collaboration and a shared mission drive our success.

Requirements

Previous Customer Support or Implementation experience (in a SaaS company preferred)
Strong verbal and written communication skills
Exceptional customer service skills
Excellent organizational and time management skills with a proven ability to manage multiple projects simultaneously and meet competing deadlines
Exceptional flexibility and adaptability to pivot seamlessly between diverse tasks and teams in a fast-paced, evolving environment.
Ability to maintain a high level of attention to detail while working on multiple customized accounts at once
Tech-savvy with the appetite and aptitude to become an expert in our platform
A problem-solving mindset and ability to triage customer issues towards resolution
Proficient in Microsoft Excel and Google Workspace (Docs, Sheets, Drive, Gmail)

Responsibilities

Support the broader Client Experience team by flexing across Customer Support, Client Success and Training following the cyclical nature of our clients’ needs.
Offer friendly and responsive customer service and technical support via our Zendesk ticketing system (emails, chats, and phone calls).
Triage, troubleshoot, and resolve client and end-user issues, ensuring a high-quality support experience.
Partner with the Client Success team to configure and update client accounts to meet a variety of needs.
Become a subject matter expert on the platform’s functionality, configuration options, and best practices to support clients and end-users.
Collect and share client feedback to inform strategic and continuous product improvements.
Contribute to special projects for the Client Experience department as requested.