Job type part-time
Full job description
About the role: we’re looking for a high-energy customer engagement associate to join our team and provide exceptional support on the front lines with customersIn this role, you’ll engage with customers across channels, offer expert advice to assist with purchase decisions, resolve order issues and keep customers delighted with every interaction.the ideal candidate embodies the entrepreneurial spirit and problem solving attitude required to thrive at an early stage startup and goes above and beyond to add valueWe’re a small, scrappy team which means you’ll have regular interaction with everyone across the company — from operations to marketing to our ceo and moreThis role reports to our director of customer experience.
What you’ll do:
Deliver above and beyond support across channels including email, live chat and social.
Become an expert on the clare product offering and all things paint in order to effectively and efficiently help our customers.
Provide product information, expert guidance, and tackle a range of questions, comments and order management issues.
Problem-solve and tailor solutions for customer issues including return requests, order changes, delivery issues and more while maintaining an optimistic tone and working to de-escalate difficult situations into positive experiences.
Provide backend customer operations support with order changes, fulfillment errors, returns, shipping exceptions, shipping claims, and more.
Manage customer reviews platform, moderating reviews and crafting on-brand responses to reviews as needed.
Handle application processing and order management for our b2b trade customers.
Embody our brand mission, values and voice as you engage with customers.
Who you are:
You’re a sharp, critical thinker — you go beyond macros and canned replies, understanding nuanced customer questions, providing equally nuanced, personalized responses to customer issues.
You`re a clear and effective communicator — you possess exceptional written and verbal communication skills, and can present your ideas and work with clarity.
You’re flexible — you enjoy working across multiple communication channels and are comfortable wearing many hats at once.
You’re a problem solver —you can think on your feet and are motivated by finding creative ways to resolve customer issues with patience, empathy and positivity.
You’re adaptable — you’ve got the chops to thrive in a fast-paced, ever-changing startup environment and can seamlessly adapt as the business needs and priorities evolve.
You’re customer obsessed - you have a customer first attitude and put the customer first in every decision.
A natural people person — you’ve got strong people skills, are friendly, empathetic, a good listener, and enjoy making others happy.
You go above and beyond — you have a “no task is too small,” can-do attitude and you’re compelled to go the extra mile to get things done and make an impact.
1-2 years experience in a customer support or sales role, preferably in ecommerce or retail.
Proficient in common customer support platforms (ie zendesk, gorgias, kustomer etc).
Familiarity with shopify order management.
Experience in a startup or fast-paced environment.
Highly detail and solutions oriented.
Available for weekend shifts
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