Customer Care Coordinator

What We Need You to Do

• Be the empathetic first point of contact for our users and caregivers across phone, chat, and email, delivering friendly, clear, and solution-centered support.

• Manage both inbound and outbound communication with professionalism, warmth, and efficiency.

• Troubleshoot user questions with patience and clarity; guide new families through onboarding so they feel confident and supported.

• Capture and document all interactions with accuracy and attention to detail within our support platforms.

• Identify patterns in user issues and collaborate with product, engineering, and leadership to improve processes, features, and customer experience.

• Support our growing senior and caregiver community with compassion, deep listening, and curiosity about their needs.

• Help refine customer care operations — playbooks, FAQs, workflows — as we scale.

• Uphold our values of empathy, dignity, innovation, and connection in every interaction.

Technical Skills & Preferred Tools

You’re comfortable navigating modern support platforms and learning new systems quickly. Experience with customer relationship management and support tools such as HubSpot CRM, Salesforce, Zendesk, Intercom, Freshdesk, Help Scout, Front, Kustomer, and ServiceNow, as well as conversation intelligence tools like Gong, Chorus.ai, Wingman (Clari), Salesloft Conversations, Dialpad Ai, and Zoom IQ, will help you shine. Familiarity with telephony and VoIP systems including Aircall, RingCentral, Dialpad, Five9, and Talkdesk, plus live chat platforms such as LiveChat, Drift, Tidio, and Olark, is highly valuable. Experience with knowledge management and operational tools — Confluence, Guru, Jira Service Management, HelpDocs — along with AI-powered support tools, workflow automation tools, ticketing systems, and general SaaS platforms is strongly appreciated.

What You Bring to the Table

• Minimum 2+ years of experience as an SDR or Customer Care/Support Representative.

• Hands-on experience with inbound and outbound communication.

• Proficiency supporting customers across phone, chat, and email.

• Technology-savvy, with the ability to learn tools and systems quickly.

• Strong written and verbal communication skills, with a gift for clarity, calm, and care.

• A service-first mindset: you enjoy helping people, solving problems, and creating delight.

• Highly organized and able to multitask while maintaining empathy and composure.

• Self-motivated, proactive, and comfortable working in a fast-moving startup environment.

• A preferred connection to Michigan State University — as a graduate, coursework attendee, or lifelong Spartan supporter.

• Bonus points for experience with CRM/support systems, eldercare, caregiving, AI tools, or healthtech.

• Compensation: DOE, $85,000 - $90,000 per year.

If this role excites you — if you’re ready to blend Spartan service, customer care excellence, and a heart for impact — then we’d love to meet you.

Share your story, your experience, and how you’d help EverFriends.ai create a support experience that feels human, dignified, and deeply caring.

Summary

Join EverFriends.ai as our Customer Care Coordinator and become the warm human voice behind our mission — we’re building AI companions that transform the lives of older adults and those living with dementia. This role will feel like, “purpose meeting opportunity.”

It is a bonus if you graduated from Michigan State University and want to bring Spartan heart, grit, and service-first excellence to a fast-moving startup.

You’ll be the first hello, the steady support, and the trusted guide for families, caregivers, and seniors interacting with our compassionate AI companions. Your empathy matters. Your tech-savvy approach matters. And your ability to connect across phone, chat, and email becomes a lifeline for people seeking dignity, reassurance, and human connection.

 

Why You Are Going to Love This Job

Purpose-driven connection:
Every call you answer and every message you send helps someone feel seen, supported, and cared for. You’re not just “handling tickets”—you’re shaping experiences that help real people navigate aging, caregiving, loneliness, and memory challenges.

Spartan pride in action:
Preferred: As an MSU alum or affiliate, you bring resilience, service, and community-minded leadership. At EverFriends.ai, that spirit doesn’t just fit—it shines.

Startup energy with heart:
We’re agile, collaborative, and deeply values-driven: Empathy First. Dignity Forever. Responsible Innovation. EverFriends+1. You’ll help build processes, shape customer experience, and leave your mark on a company redefining care.

Your voice truly matters:
You’ll be a bridge between our customers and our product. Your insights, patterns you spot, and care-first approach will influence product updates, new features, and the future of our service.

Tech-forward, human-centered:
You’ll get hands-on with tools, AI systems, CRM platforms, and support technology—while keeping compassion at the center of everything you do.

A mission-driven community:
While our team and customers are distributed, we stay connected, collaborative, and unified by one goal: ensuring no one feels alone. This role is in the office.

About Us:

We harness the power of advanced artificial intelligence to create compassionate, responsive companions that enhance the quality of life, foster emotional well-being, and provide unwavering support. By blending innovative technology with heartfelt empathy, we strive to ensure that no one faces their journey alone.

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