Customer Support & Outreach Associate

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 phone calls, email, live chat, and social media

• Make phone calls to assist clients with their inquiries, follow up on pending requests, and ensure they feel supported throughout their experience

• 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

Requirements

• 2+ years of experience in a customer support or concierge role, preferably within a fast-paced, high-touch environment

• Fluent and conversational in English, with strong verbal communication skills for phone calls

• Proficiency in Airtable and support tools like Intercom, Openphone, 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