USA Remote Full-Time

WSET's purpose is to empower people through inspiring learning experiences all over the world. We offer a comprehensive suite of globally recognised qualifications covering wines, spirits, beer and sake.

We are the world’s leading provider of qualifications in wines, spirits and sake, delivering over 140,000 exams each year to candidates in over 70 countries via our network of Approved Programme Providers (APPs).

The successful applicant will contribute to a culture of integrity, empowerment, dynamism, and inclusivity within WSET.

Are you passionate about delivering outstanding customer service and keen to work in a dynamic, global environment? WSET, the world’s leading provider of drinks education, is looking for a dedicated Customer Service Coordinator to join our Customer Service team.

This is an exciting opportunity to be at the heart of our mission—supporting individuals and organisations around the world on their learning journey in wines, spirits, sake and beer.

About the Role

As a Customer Service Coordinator, you’ll play a key role in providing consistently high levels of support to WSET customers. You’ll be responsible for resolving enquiries via a range of channels, ensuring we meet or exceed KPIs and SLAs. You’ll also contribute to a culture of continuous improvement, championing customer service excellence across the business.

This role requires a team player with a problem-solving mindset who can engage effectively with colleagues across departments and represent WSET’s core values: integrity, trust, empowerment, inspiration, dynamism, and inclusivity.

Key Responsibilities

Take ownership of customer enquiries across multiple channels, delivering timely and accurate resolutions.
Proactively learn about WSET’s internal processes and tools to ensure efficient service delivery.
Contribute to a high-performing, customer-focused team culture through role-modelling and collaboration.
Support the Customer Service Manager in improving systems, tools, and resources.
Act as a champion for customer service best practices across the organisation.
Support wider team and business objectives as required, evolving with the needs of the team.

What We’re Looking For

Essential Criteria

Experience in high-paced customer service environments, handling a range of enquiry types via email, phone, webchat, etc.
Proven ability to meet performance targets and objectives.
Strong collaboration skills and a creative approach to problem-solving.
Excellent communication skills—both written and verbal—in English.

Desirable Criteria

Experience using query or case management software.
Customer service-related qualifications or equivalent experience.
Proficiency in additional languages relevant to our global customer base.

Any offer of employment or your ongoing employment is conditional upon the successful completion of a thorough background check by an independent third party. NB - If you currently work for one of WSET's APPs, you may not be eligible to apply for this role subject to your future career plans and the nature of that role. If you work for an APP either in a self-employed or employed capacity and would like to discuss your eligibility, please contact the hiring manager.

Location: Remote

Available to Applicants in Delaware, California, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Maryland, North Carolina, New Jersey, Nevada, New York, Ohio, Pennsylvania, Texas, Virginia, Washington, and Wisconsin.

USA Benefits

WSET Americas offers a comprehensive benefits package to support our employees, subject to elections and eligibility. Some key highlights of our benefits package include:

Competitive PTO and Holiday Schedules
Competitive Health Benefits including Medical, Dental, Vision, and Employee Assistance Program (EAP)
Bonus Eligibility
Retirement Savings

US Applicants Only:

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL:

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop; kneel, crouch, and taste or smell. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus.

DISCLAIMER:

This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned, at any time.

Wine & Spirit Education Trust (WSET') jobs

Customer Service Coordinator