Customer Experience – Operations Coordinator

• Respond to customer inquiries by phone, email, WhatsApp, WeChat, Instagram, and other supported channels using customer communication platforms such as Respond.io.
• Assist with court bookings, cancellations, rescheduling, memberships, pricing, facility rules, billing questions, and routine customer requests.
• Update reservations and booking information in Podplay; assist with remote smart-lock access and escalate technical or facility issues.
• Document customer interactions, requests, and resolutions accurately.
• Process routine refunds, account credits, or fee adjustments within approved guidelines and authorization limits.
• Monitor court availability and booking schedules to identify open time slots and encourage customer participation.
• Proactively contact customers and leads to promote available courts, open-play sessions, recurring games, and club activities.
• Create or coordinate customer polls and open-play invitations, help fill available slots, and follow up on abandoned bookings or inactive members.
• Maintain customer contact details, preferences, conversation notes, and follow-up actions in tracking systems.
• Share information about memberships, coaching, leagues, and other services without complex sales negotiations or hard-closing activities.
• Maintain booking calendars and coordinate partner or sponsor program schedules, including blocking and moving court reservations.
• Track consumable supplies and sports equipment, flag shortages, and coordinate replenishment.
• Coordinate cleaning schedules and confirm completion with on-site staff or service providers.
• Maintain Excel trackers and internal operating tools, keeping operational records and action items current.
• Report maintenance, safety, inventory, or customer service concerns and recommend improvements to day-to-day coordination.

• At least one year of relevant experience in customer service, hospitality, administrative coordination, reservations, sales support, or a similar customer-facing role.
• Excellent spoken and written English, with a professional phone manner and strong customer service skills.
• Strong organizational skills, attention to detail, and the ability to manage multiple conversations, tasks, and follow-ups at the same time.
• Confidence in reaching out to customers proactively through messaging or calls to encourage participation and bookings; formal sales experience is not required.
• Comfort using spreadsheets and learning multiple communication, booking, customer management, and administrative tools.
• A reliable, self-directed approach to work, with sound judgment about when to resolve an issue and when to escalate it.
• Availability to work a US Eastern Time shift, including weekends, and access to a quiet, conducive work-from-home environment.
• Preferred: Experience with booking or reservation platforms, CRMs, customer support platforms, or tools such as Podplay, Respond.io, and WhatsApp Business.
• Preferred: Background in sports, fitness, recreation, hospitality, clubs, or other membership-based businesses.
• Preferred: Experience with outbound customer engagement, community outreach, events, leagues, coaching programs, or scheduling.
• Preferred: Interest in badminton, pickleball, or other racquet sports.

• Work from home
• US holidays
• Wednesday to Sunday schedule
• 10 AM to 7 PM EST shift