Job description
The Customer Support team provides world class service for custom-fit earphones primarily sold online. We are looking for a highly motivated, polished and organized team member to ensure our processes and customer interaction are as excellent as the products we sell. Customers are fitted for our premium custom-fit earphones using our revolutionary Fitkit to take impressions while our truly wireless offering creates an instant custom fit, molding to to ears in just 60 seconds.
Supporting customers throughout the fitting process and on to final product delivery is critical to the overall brand experience and where the Support team shines. Our team members share a passion for service, are comfortable interacting with customers via email/chat/video call and feel confident about technology. They are proactive and efficient problem solvers with a positive attitude. As part of a new and quickly growing business, all team members are ready to tackle challenges, incorporate new ideas and keep improving our customers’ experiences
Your Contribution:
Be Yourself. Be Open. Stay Hungry and Humble.
Collaborate.
Challenge.
Decide and just Do.
These are the behaviors you’ll need for success here
In this role, you will:
Correspond with customers via email, phone, online chat or video conference to assist them with orders, fitting or technical support.
Manage customer order flow from placement to fulfillment including use of CRM and ecommerce systems.
Become a UE Custom product expert and advocate, able to explain product features and benefits to customers.
Communicate and engage with support peers and cross functional teams to ensure consistently excellent execution.
Provide support to outsourced team(s) that handle tier 1 / preliminary inquiries for our truly wireless product.
Champion initiatives to hone all touch points of the customer journey.
Skills:
2 to 4 years in customer facing service role.
Polished communicator, verbal and written.
Detail oriented, excellent follow through.
Professional, outgoing, personable.
Startup experience a plus.
Key Qualifications:
For consideration, you must bring the following minimum skills and behaviors to our team:
Experience in customer facing sales or service roles
Polished communicator, verbal and written
Detail oriented, organized Professional, outgoing, personable
Proactive Experience with ZenDesk, Shopify and Google Sheets/Excel (or like systems)