About the Role
The Customer Support Representative is responsible for handling customer queries from our users while driving for a one-touch resolution experience. You will monitor daily deliveries from fulfillment to completion and provide assistance to our users along the way. We aim to live our values in every interaction and are looking for customer support agents who care deeply about our community.
On the Customer Support team, your primary focus and passion will be working directly with our users via chat, email or phone, whilst also allowing time for regular team meetings, coaching’s, company-wide learning and development opportunities.
What You’ll Work On:
- Assist users in their entire experience across our dual-side marketplace.
- Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy.
- Build connection and trust with our users, going above and beyond to provide an exceptional experience, with the aim to resolve their queries in an appropriate and timely manner first time.
- Monitor daily deliveries and anticipate potential risks to fulfillment.
- Be proactive and work with our users to ensure on time delivery and exceptional service.
- Take initiative to solve issues as they arise using your knowledge and experience to make informed decisions.
- Identify trends and provide constructive feedback to other employees and departments as necessary.
- Anticipate and efficiently respond to new challenges, the unfamiliar, and the urgent.
- Be a champion for our customers by identifying their needs, being their advocate, and ensuring we are continuously improving.
- Perform additional duties within the scope of a Customer Support Representative as required or requested.
Your Areas Of Expertise:
- Minimum 2 years of customer service experience, including handling more complex customer interactions.
- Knowledge of CRM tools is preferred.
- Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness.
- Tech-curious: Excellent typing skills with the ability to navigate online tools and systems.
- We’re growing: Adaptability and a love for change and improvement in a fast-paced environment is a must.
- Excellent written & verbal communication skills: Have a strong command of grammar and spelling.
- Reliable & Punctual: You are an important part of our team so excellent time management is a must.
- Embrace the unknown: Be comfortable working cross functionally with other teams, working through ambiguity and multitasking!
- Available full-time (40 hours / week): We run a 7 day a week business so weekend availability is a must!
- Bilingual in English and Spanish is preferred, but not a requirement.
- Eligible to work in the United States.
