Coordinator, Collab Customer Support

POSITION OVERVIEW

The Coordinator, Collab Customer Support is a part-time position that is charged with responding to incoming customer service inquiries related to our Collab platform as well as supporting general site operations. Sundance Collab is a global community online platform for creators to learn from each other, Sundance Institute Advisors, and our employees. On Collab, creators can develop and share their in-progress work with a creative community dedicated to the art of storytelling and elevating independent voices. The Coordinator, Collab will listen to customer support issues and then offer solutions. They will also be charged with developing new and innovative solutions that can be leveraged for future customer support situations.

Working closely under the Manager, Digital, the Coordinator, Collab upholds Sundance Institute’s commitment to supporting and championing independent artists. Sundance Institute believes their stories and perspectives are essential to a thriving, informed, and connected society. We provide safe and nurturing spaces where artists can develop and share new work while building networks and community with one another.

This part-time position (20-25 hours per week) may work remotely from within any of our operating states. Extended hours, including evenings and weekends will be required at key points throughout the year.

Top priorities include but are not limited to…

• Managing the Collab support and Collab courses inboxes, serving as the primary point of contact for all platform inquiries, and fielding questions related to the Collab site.

• Responding to incoming customer emails regarding membership questions, billing and technical issues, and other general member concerns.

• Facilitating requests from the Collab accessibility inbox with members of the larger team.

• Supporting with the ongoing cleanup of fraudulent accounts in the Collab platform, both manually and/or configuring tools that exist in the Collab backend to facilitate this process.

• Participating in overall accessibility planning and implementation efforts led by the Institute accessibility team.

• Drafting email response templates and instructional materials to guide users through site issues and troubleshooting.

• Upholding the Community Agreement and enforcing Code of Conduct violations on the Collab platform, ensuring they are handled appropriately and documented to ensure the site remains a safe space for artists.

• Escalating and notifying the team of urgent issues with the platform.

• Maintaining a strong working knowledge of the Collab product offerings and about company policies in order to offer accurate assistance to our members as well as internal constituents.

• Analyzing incoming member support requests to inform updates or revisions to site language and FAQs, as well as to identify patterns for product enhancement developments to better serve our customers and reduce their need for support.

• Maintaining and updating sections of the Institute website pertinent to the Collab platform.

• Researching and identifying emerging needs for the platform.

• Participating in planning sessions for the overall platform, Collab events, and courses.

• Supporting department online events and monitoring chat activity for adherence to our Community Agreement.

• Cross-training in Zoom, the backend, and Stripe to support team members as needed.

• Documenting information for the department and ensuring that the team receives updates as needed.

You have the following direct or transferable skill sets:

• Legal authorization to work in the United States.

• 2 years of experience working in a digital customer service capacity.

• Excellent written and verbal communication skills to work effectively with a wide variety of individuals.

• Great customer support skills and the ability to clearly and concisely explain technical issues over email.

• Ability to provide a welcoming, inclusive community experience through all member interaction.

• Strong attention to detail and accuracy in recording, tracking, and issuing information.

• Ability to meet deadlines and provide regular status updates.

• Proficiency with ZenDesk and Google Suite is a plus.

You will be successful in this role if you...

• Respond to all incoming customer support inquiries within 24 hours (excluding weekends).

• Resolve 90% of customer support requests within 48 - 72 hours of receipt.

• Ensure no customer support request is in “open” status for more than two weeks unless the known solution requires site development that may take longer than two weeks to accomplish.

• Create a method to track and tag request types and maintain that to aid in identifying support request patterns.

In addition to an hourly pay of $20.32 to $23.52*, this position is eligible for our comprehensive benefits package, highlights include:

• Health, vision, and dental insurance

• 25 paid Institute holidays plus accrued vacation time

• Paid sick, family, and medical leave

• Employee Wellness initiatives

• 401(k) with automatic 3% employer contribution after one year of employment

• Sundance Film Festival passes and benefits (varies each year)

• Final rate of pay is determined based on the applicants geographic location, relevant experience and skills, and internal equity among similar positions within our organization.