Customer Experience Agent

NYC, NY /
Brand Partnerships /
The Company
We are an early stage company building the next generation digital shopping platform from the ground up. Our vision is to create a highly differentiated and personalized experience for consumers that revolutionizes the way people shop. We have an incredible team and venture investors. Come join the fun!

Goal of Job
Customers are at the center of our business and we are looking for exceptional customer support specialists to join our growing team. Our ideal candidate has an upbeat disposition with a proactive, problem solving mindset. As an early stage company,  the ability to learn and adapt will be key to success in this role. This role requires availability over the weekends from Friday - Monday, some off-hours and holidays.


Responsibilities

    • Provide knowledgeable and helpful support to customers via email, SMS text, live chat, and phone
    • Use creative problem solving skills to assist customers with new or unexpected issues
    • Frequent use of computers, technology and internal tools, necessary to perform job functions, including order investigation and order management
    • Assist with order placement and returns
    • Proactively monitor customer orders and resolve any pending issues with brand partners to ensure a smooth customer experience
    • Collaborate with manager and other team members to proactively solve customer pain points

Required Experience

    • 0-2 years relevant professional experience
    • Positive attitude and desire to provide outstanding customer support
    • Excellent interpersonal skills and multitasking abilities
    • Superb written and verbal communication skills
    • Ability to take initiative and adapt
    • Tech savvy and able to learn multiple systems and processes
    • College degree (preferred)
    • Interest in fashion a plus
    • Ability to work Friday, Saturday, Sunday and Monday, as well as non-standard business hours that may include evenings until 8PM and holidays

Our Values

    • Critical thinking - we use judgement in making key decisions, we are innovative and deep thinkers, we are deliberate and produce high quality work
    • Helpfulness and transparency - we support each other by providing context and feedback, we operate with respect towards our customers, partners and team, we are open to giving and receiving feedback with the intention of improving how we function
    • Operate as an owner - we are deeply invested in the success of the company and its customers, we do what’s right, not what’s easy, we spend carefully and know that any success is tied to what is best for our customers
    • Pronto - we operate with a sense of urgency, have a GSD mentality, we are open to change as business needs evolve, and we embody grit and tenacity