Customer Experience Associate, Print Team (Triangle Area, NC)

Lulu Press • Research Triangle Park, NC

16h • Hybrid

About The Position

Lulu Press is dedicated to making the world better, one book at a time, through sustainable practices, innovative print-on-demand products, and a commitment to excellent service. We use cutting-edge technology to produce high-quality eBooks and print-on-demand products via sustainable sourcing and environmentally conscious manufacturing practices. Our employees are committed to making our communities and the world a better place by providing unrivaled customer service to one author, one idea, and one book at a time. It's part of our story. What's yours? Customer Experience Associate, Print Team The Customer Experience Team is responsible for responding to inbound customer inquiries. Topics include: helping customers locate their orders, identifying file-related issues, and working with our print network to resolve any issues that might arise during the print process. Provide email support to Lulu.com customers while maintaining specific key performance metrics for the number of tickets resolved, customer satisfaction, and response time Build rapport within the Lulu organization to leverage various individuals and departments as resources for ticket resolution Provide detailed notes to peers and/or manager when escalation of a customer ticket or chat is necessary Offer assistance to colleagues in need and participate in team meetings Work both independently and as part of the greater team Identify and report bugs to our product triage team as necessary Identify and contribute to process improvement initiatives Assist other teams with print-ready file escalations and questions. Maintain relationships with our print partners and hold them accountable for print SLAs Meet with print partners weekly and update the team on any issues that might affect customers. Surface systemic printer issues to the Global Fulfillment Team.

Requirements

• Superior written communication skills with strong attention to detail and accuracy
• Minimum 1 year of customer support experience with an understanding of software as a service (SaaS)
• Familiar with the use of helpdesk/ticketing systems for customer inquiries (FreshDesk, ClickUp)
• Ability to approach each customer situation individually with a positive mindset.
• Self-motivated, independent decision-maker
• Thrives in being flexible, optimistic, and adaptable to change
• A willingness to mentor and teach others

Nice To Haves

• Familiarity with Adobe products like InDesign and Acrobat Pro is a plus.
• Years of experience exceeding 1 year may be considered for an Advocate level position.

Responsibilities

• Provide email support to Lulu.com customers while maintaining specific key performance metrics for the number of tickets resolved, customer satisfaction, and response time
• Build rapport within the Lulu organization to leverage various individuals and departments as resources for ticket resolution
• Provide detailed notes to peers and/or manager when escalation of a customer ticket or chat is necessary
• Offer assistance to colleagues in need and participate in team meetings
• Work both independently and as part of the greater team
• Identify and report bugs to our product triage team as necessary
• Identify and contribute to process improvement initiatives
• Assist other teams with print-ready file escalations and questions.
• Maintain relationships with our print partners and hold them accountable for print SLAs
• Meet with print partners weekly and update the team on any issues that might affect customers.
• Surface systemic printer issues to the Global Fulfillment Team.

Benefits

• Lulu Press offers a comprehensive benefits offering that includes medical, dental, vision, FSA / HSA accounts, voluntary benefit options, and unlimited PTO.
• Full-time employees are eligible for benefits on their first day of employment.
• Additionally, we offer a 401(k) retirement plan and company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed