Customer Support Representative

ALSO • Seattle, WA

11d • $20 - $27 • Hybrid

About The Position

ALSO is seeking a Customer Support Representative that is looking to work in a fast-paced start up environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase transcendental products from ALSO.

Requirements

• Exceptional Communication: Proven ability to communicate clearly, empathetically, and professionally. This includes excellent listening skills to accurately understand and document customer issues.
• Passion for the Product: A personal passion for ALSO’s mission and products.
• Technical Troubleshooting: Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues.
• Problem-Solving Skills: Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively.
• Customer-Focused Mindset: A natural inclination to put the customer first, prioritizing their satisfaction and overall experience.
• Adaptability and Multitasking: The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure.
• Team Collaboration: Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues.
• Attention to Detail: Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback.

Nice To Haves

• Experience in a fast paced customer support environment with a D2C brand.
• Experience supporting customers with pre-sale and technical support that includes EVs, E-bikes, consumer electronics or similar products.
• Experience working with Shopify or a similar ecommerce platform.
• The ability to handle contacts across multiple channels including email, chat, and voice.
• Clear and concise communication skills with the ability to create a strong feedback loop with internal teams.

Responsibilities

• Handle customer inquiries via phone, email, live chat, and social media.
• Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments.
• Help customers track orders, manage modifications and cancellations, and process returns and refunds.
• Maintain a professional, positive, and empathetic attitude during all interactions.
• Manage and resolve customer complaints, escalating to a supervisor when appropriate.
• Possess and apply deep product knowledge of ALSO’s products to provide solutions.
• Troubleshoot and diagnose technical or mechanical issues with ALSO’s products.
• Educate customers on product features, benefits, and maintenance.
• Manage warranty requests and claims via 3rd party platforms.
• Coordinate with other departments, such as product, shipping, and sales, to resolve issues.
• Communicate customer feedback to internal teams to improve offerings and develop efficiencies.
• Proactively follow up with customers to improve their experience.
• Develop new ways to engage customers, such as creating new documentation and help center articles.

Benefits

• Robust health coverage.
• Excellent health, dental and vision insurance covered up to 100% by Also. with FSA & HSA options.
• One Medical membership and dedicated insurance advocates.
• Rich fertility and family building benefits with Progyny.
• 401(k) match.

What This Job Offers

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