Customer Care Coordinator
Wedding Weekender
📍 Remote💰 1250VA / AdminFull-TimeDirect
About the role
Company Description
Wedding Weekender is redefining wedding videography by helping couples capture their wedding weekends in an authentic and affordable way. We rent camcorders for family and friends to film the weekend, then our team organizes the footage and edits it into a wedding video that feels true and unique to each couple's celebrations.
We're a fast-growing, creative start-up that has been featured in the New York Times, Vogue Weddings, Martha Stewart Weddings, and more. We're a small, remote-first team that moves fast, cares deeply about our couples' experience, and takes pride in delivering something genuinely special.
Role Description
This is a full-time remote Customer Care Coordinator role, working 2 pm – 10:30pm MST. You'll be a primary point of contact for couples navigating the Wedding Weekender experience, answering their questions and making sure they feel informed and cared for every step of the way.
This role is a great fit for someone with a strong customer service background — someone who's used to juggling multiple tickets, staying calm under pressure, and making people feel heard. You'll handle different types of requests from inquiries, order questions, shipping updates, edit requests, and more, route them to the right team, and coordinate behind the scenes to get couples the answers they need.
Key Responsibilities
- Serve as a first point of contact for couple inquiries that arise about equipment rentals, shipping, order status, edit requests, and next steps
- Draw on strong customer service instincts to de-escalate concerns, manage expectations, and turn a potentially frustrating moment into a positive one
- Communicate warmly and clearly with the attention to detail that the wedding industry demands by answering their immediate question and anticipating what they'll need to know next
- Route different request types to the right team (Operations, Production, etc.) and track resolution
- Keep detailed, real-time project status updates so context is never lost and handoffs are smooth
- Jump in with extra support during busy wedding season, including higher inquiry volume
- Bring customer feedback and process improvement ideas to the team so you help make workflows better