ZAPP Customer Support Coordinator (Hybrid)

Creative West is a regional arts service organization that supports the arts sector through a SaaS platform called ZAPP. The ZAPP Customer Support Coordinator is responsible for providing customer support, onboarding new users, and managing logistics for ZAPP services to ensure optimal customer satisfaction and operational efficiency. Responsibilities - Provide daily customer support for ZAPP users through phone and virtual methods - Build positive working relationships with customers for repeat business - Complete business transaction tasks, including creating and sending invoices, sending payment reminders, and logging received payments - Maintain up-to-date customer records in ZAPP, Asana, Zoho, PayPal, or other CRM or financial systems - Lead customer onboarding, Zoom trainings, and demonstrations of ZAPP and ZAPP add-on services - Coordinate all ZAPP add-on services, including scheduling, contracting, and payment collection - Manage Jury Buddy process, including preparing system schedules, communicating with clients, coordinating quality assurance checks, and arranging shipments - Communicate with customers, identify solutions for recouping lost funds, and handle correspondence through PayPal and Braintree to resolve chargebacks amicably - Participate in long and short-term planning and goal processes, developing and managing initiatives that advance ZAPP and Creative West goals - Perform other duties as may be assigned - Perform quality assurance checks, testing, and troubleshooting of Jury Buddy software and hardware. Coordinate equipment inventorying, repairs and replacements at regular intervals - Troubleshoot and document ZAPP system errors and bugs - Draft specifications for new system features - Participate in ZAPP system testing of bug fixes and new features Skills - Exceptional customer service acumen - Strong written and verbal communication - Highly detail-oriented and organized - Commitment to diversity, equity, accessibility, and inclusion - High degree of self-accountability - Proficiency with software and technical tools - Interest in the arts - Residence in the Denver Metropolitan area of Colorado - Ability to perform daily customer support for ZAPP users through phone and virtual methods - Ability to build positive working relationships with customers for repeat business - Ability to complete business transaction tasks, including creating and sending invoices, sending payment reminders, and logging received payments - Ability to maintain up-to-date customer records in ZAPP, Asana, Zoho, PayPal, or other CRM or financial systems - Ability to lead customer onboarding, Zoom trainings, and demonstrations of ZAPP and ZAPP add-on services - Ability to coordinate all ZAPP add-on services, including scheduling, contracting, and payment collection - Ability to manage Jury Buddy process, including preparing system schedules, communicating with clients, coordinating quality assurance checks, and arranging shipments - Ability to communicate with customers, identify solutions for recouping lost funds, and handle correspondence through PayPal and Braintree to resolve chargebacks amicably - Ability to participate in long and short-term planning and goal processes, developing and managing initiatives that advance ZAPP and Creative West goals - Ability to perform quality assurance checks, testing, and troubleshooting of Jury Buddy software and hardware - Ability to coordinate equipment inventorying, repairs and replacements at regular intervals - Ability to troubleshoot and document ZAPP system errors and bugs - Ability to draft specifications for new system features - Ability to participate in ZAPP system testing of bug fixes and new features Benefits - Employer-paid health insurance - Employer-paid life and disability insurance - Dental insurance is partially subsidized by the employee - 401(k) with up to 5% match - 37.5 hour work week - Generous vacation and sick leave - 10 paid holidays plus the week off between Christmas and New Year’s Day Company Overview - At Creative West (formerly WESTAF), we build equitable systems to support and amplify creative capacity — because creativity is essential to us all. It was founded in 1974, and is headquartered in Denver, Colorado, US, with a workforce of 11-50 employees. Its website is http://www.wearecreativewest.org.