We are looking for a highly motivated Customer Support Specialist with a passion for problem-solving and creating a top-notch customer experience. You will contribute meaningfully to the growth and success of our e-commerce startup by ensuring that our customers have an incredible experience, both with our products and our team. We can’t wait to meet you!

Responsibilities

  • Provide top-notch customer support -- manage customer questions and complaints in a way that builds trust and loyalty
  • Adhere to customer support standards across all of our brands
  • Provide feedback to the CSM in order to revise and improve support processes and standards
  • Work cross-functionally to resolve company issues and provide a better customer experience
  • Be the voice of the customer -- share feedback with management to inform company decisions
  • Be the CRM expert -- know all Zendesk and communication channel possibilities
  • Proactively problem solve -- notice patterns and troubleshoot issues before things escalate

Qualifications

  • 1 year or more of fast-paced, customer support experience
  • Successful track record of achieving and maintaining ambitious KPIs
  • Impeccable detail orientation and organizational skills
  • Strong interpersonal and leadership skills -- you inspire others and achieve success by staying focused on collective results
  • Internally motivated - You set goals for yourself in addition to those given to you
  • Agility -- you are able to navigate difficult situations, rearrange priorities, and adapt to changes that come in a startup environment
  • Exceptional oral and written communication skills -- you actively listen and engage with others
  • A passion for caring for customers and protecting brand image
  • Preferred: Comfort with Microsoft Excel
  • Preferred: Experience with Zendesk or similar CRM
  • Preferred: Experience with Netsuite or similar ERP
  • Preferred: Experience with Shipstation or similar shipping software

Core Values

Our core values are the foundation of who we are and what we do on a daily basis. Our future Customer Support Manager will embrace and embody them.

  • Growth Mindset - We approach every day with an open mind and a desire to learn. That curiosity and striving for continuous improvement are what fuel our company’s growth. And that growth, in turn, provides exciting new opportunities and challenges.
  • No Ego - We are honest, direct, and respectful in all our communications — both internal and external — and we are open to constructive feedback and new ideas. We work together as a team to put our collective success first.
  • Perspective - We value what makes each of us unique. Diversity — of viewpoints, interests, skills, experiences, backgrounds, beliefs, ethnicity, gender, age, and sexual orientation — enriches our shared experience and generates better outcomes.
  • Initiative - We each possess a strong internal drive and don’t accept the status quo. By taking ownership of our work, we continually look for proactive ways to improve our business.
  • Grit - We have a scrappy, startup mindset. Our eyes are on the prize, and we’ll stay the course to reach it. And when things shift quickly, as they tend to do, we are resilient and ready for the next challenge. Through teamwork and hard work, we accomplish our goals.

Employment Type

Full-time