Customer Support Coordinator (Full-Time)

Position Overview

This role focuses on managing all incoming customer communications across multiple platforms — including emails, texts, and CR ---------- ssages — to ensure every Steady Horse student feels heard, cared for, and supported.

You’ll serve as the first point of contact for students, helping organize and route conversations to the right tea ---------- mbers while keeping communication consistent and friendly. You’ll work closely with the Operations Director (Ky) and the Community Engagement Coordinator to make sure no question or concern goes unanswered.

Every message matters, and your calm, caring communication style will help maintain the reputation Steady Horse is known for: steady, clear, and kind support.

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About Steady Horse

Steady Horse is an online horsemanship education brand that helps riders build confidence, safety, and connection with their horses through calm, relationship-based training.

We’re a small, friendly, and supportive team that values communication and excellence. You’ll be joining a group that genuinely cares about helping both horses and people — and we’ll make sure you feel supported, too.

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Key Skills
• Customer Support & Ticket Management (Email + CRM)
• GoHighLevel / CourseCreator360 Communication Tools
• Written English Fluency & Professional Tone
• Problem Solving & Escalation Awareness
• Organization & Multi-Channel Tracking
• Team Collaboration (Slack Communication & Reporting)

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Responsibilities
• Monitor and respond to all incoming customer messages across multiple inboxes, texts, and CC360.
• Verify each message and your response in Slack before sending, especially during your first few months.
• Screenshot messages and share them in designated Slack channels — our team will guide you on how to respond until you feel confident.
• Maintain a calm, friendly, and professional tone in all replies.
• Route questions requiring training or coaching advice to the Operations Director or a coach for the correct response before replying.
• Keep the Operations Director and Community Engagement Coordinator updated on student issues or trends.
• Categorize and tag messages correctly inside CC360.
• Track and organize all open conversations to ensure every customer receives a reply.
• Maintain a low unread count across all channels daily.
• Handle refund requests, payment issues, and general support concerns according to company policy.
• Submit daily end-of-day reports in Slack summarizing resolved tickets, open issues, and any urgent items.

You’ll never be expected to give horse training advice yourself — those responses will always come directly from a coach or the Operations Director. Your role is to communicate clearly, keep records clean, and make sure our students always feel cared for.

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Qualifications
• Strong written and spoken English (you’ll be communicating directly with customers).
• Prior customer service or email support experience preferred.
• Familiarity with GoHighLevel or CourseCreator360 a plus.
• Calm, professional tone under pressure.
• Excellent organization skills and attention to detail.
• Comfortable collaborating with multiple tea ---------- mbers and following structured workflows.
• Reliable and consistent communication habits.
• Strong problem-solving and documentation skills.
• Willingness to learn — training provided on all Steady Horse systems and tone.
• Positive, steady attitude and commitment to customer care.

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Technical Requirements
• Reliable computer and internet connection (at least 25 Mbps download / 10 Mbps upload).
• Quiet, distraction-free workspace for responding to messages and attending meetings.
• Comfortable navigating between multiple tabs and communication platforms (email, Slack, CC360).

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Other Duties as Needed

This role may occasionally include related tasks such as:
• Assisting with onboarding follow-ups or missed appointments.
• Helping with webinar attendee outreach or follow-up messages.
• Creating or organizing response templates in CC360.
• Supporting community moderation if another tea ---------- mber is unavailable.
• Add Squirtle to your subject line when you apply so we know you read carefully.

Flexibility is key — responsibilities may shift as the company grows.

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Schedule & Pay
• 30 hours per week (U.S. business hours).
• Paid weekly every Friday (U.S. time) via PayPal.
• Communication and reporting through Slack and Google Drive.

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How to Apply

To apply, please send:
• A short introduction about yourself and your customer support experience.
• Examples of tools you’ve used for CRM or email management (GoHighLevel, HelpScout, etc.).
• Your current internet speed (from speedtest.net).
• Your weekly availability and timezone.