Product Support Associate

Cubby Beds • Denver, CO

34d • $57 - $68 • Hybrid

About The Position

We’re Cubby Beds 👋 A fast-growing and high-impact startup that makes smart beds for people with cognitive conditions like Epilepsy, Cerebral Palsy, Dementia and Autism. Our mission is to improve the lives of special needs kids and their families through our innovative products and go to market strategies. Since launch, we have changed the lives of thousands of families, secured insurance coverage in all 50 states, achieved profitability, and are building a growing team in our Denver HQ. The next stage of the business is all about scaling our team, product, systems, and customer journey to help thousands more families get the safe sleep they deserve. This is where you come in Our Support team is rapidly growing and we’re looking for tenacious problem-solvers to help shape the future of our department! As a Product Support Associate, you will maintain extensive knowledge of Cubby’s products and support both direct-to-consumer and medical equipment customers across a variety of channels (email, SMS, and phone). You are a highly attentive and empathetic team member who will be the main point of contact for post-sale support delivering helpful, personalized solutions with every interaction. If you're ready to change lives on the ground floor of an inspiring company and help elevate the Cubby experience, we want to meet you!

Requirements

• 2+ years experience in customer service, technical support, or a related role required
• Adept at handling high ticket volumes via phone & email and prioritizing tasks according to urgency
• Strong proficiency using GSuite, Slack, and CRMs such as Salesforce, Front, or equivalent
• Strong written and verbal communication skills; able to explain complex instructions in simple terms
• Patient, empathetic attitude with proven ability to de-escalate frustrated customers
• Strong troubleshooting skills for physical & technical products with a natural enthusiasm for resolving problems in an ever-evolving environment
• Detail-oriented with the ability to multitask while delivering excellent customer service
• Extremely tech savvy and able to quickly adapt to new software and workflows
• Handles confidential information with extreme care and in accordance with applicable regulations
• Comfortable with ambiguity; resilient and adaptable to changes within the business as we scale
• Operates with a growth mindset and demonstrates a willingness to continuously learn and adapt to changes
• Passionate about Cubby’s mission and embodies our values of People First, Always, Operating with Excellence, and Pioneering with Purpose.

Nice To Haves

• Bachelor’s degree or additional relevant experience
• Startup experience is strongly preferred but not required

Responsibilities

• Becoming an expert on the Cubby Bed and its accessories and educating customers on how each feature addresses unique needs
• Serving as the first point of contact to current Cubby Beds customers (via phone, email, chat) regarding order status, setup and troubleshooting, product repairs/replacements, warranty registrations, returns, refunds, and other issues
• Investigating Support issues thoroughly and providing timely solutions and status updates to customers in close coordination with the Product Support Team Lead, Support Manager, Sales, and Regulatory & Quality teams
• Processing returns and exchanges with attention to detail and in alignment with our warranty policy
• Consistently meet daily performance KPIs designed to track and measure the efficiency and effectiveness of your role
• Partnering cross-functionally to promptly solve customer and partner challenges and provide internal feedback to improve the Cubby experience
• Adhering to compliance & regulatory internal processes while contributing to internal resources and expanding on the team’s knowledge
• Completing administrative tasks including but not limited to processing warranty registrations and gifts, inputting and maintaining customer data in our systems, and providing logistics updates on orders

Benefits

• Health, Dental, and Vision Insurance
• Unlimited PTO & Sick/Wellness Hours
• 12 paid holidays, 1 paid volunteer day, 1 paid “powder day” to take advantage of Colorado’s great weather!
• 401k with company match
• Hybrid Work Model: Monday-Wednesday in the office, optional work from home Thursday-Friday
• Mac, standing desk, and high-end accessories at the office + a work-from-home stipend to purchase equipment needed for home offices
• Paid parking
• Fully stocked kitchen and bimonthly team lunches in our beautiful Denver HQ
• Growth opportunities at a start-up with a life-changing mission

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees