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