Director, Customer Service IT
Zendesk
Customer Experience Associate
Thuma
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $28 per hour
Job Level
JuniorMid-Level
About the role
- Deliver exceptional 6-star service to our customers, creating a luxurious and seamless experience.
- Remove obstacles, provide support, and make empowered decisions to "do the right thing."
- Address customer inquiries promptly and accurately within our SLA.
- Deliver an unparalleled 6-star customer experience through our various channels, such as email, phone, and social media.
- Track order statuses, resolve service issues, and coordinate with shipping carrier companies as needed.
- Collaborate with cross-functional teams to find solutions and exceed customer expectations.
- Maintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement.
- Build brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions.
- Meet individual and team goals and metrics weekly.
- Be present and communicative on Slack and email.
- Report emerging issues or problems to the CX team manager.
Requirements
- Availability to work occasional weekends and holidays.
- 1-2 years of previous experience in customer support, retail, hospitality, or a similar service role.
- Strong communication skills with an inquisitive nature.
- Proficiency in working cross-functionally.
- Familiarity with Shopify and Gladly is a plus.
Benefits
- Participation in employee stock option plan and our 401k program where we will match up to 6% of your contributions
- Comprehensive medical, dental + vision coverage options with generous employer contributions
- 12 weeks of paid parental leave and company sponsored membership at One Medical
- Apple laptop, Airpod Pros, Magic Mouse, Magic Keyboard
- We believe healthy, happy, relaxed people do better work
- Flexibility to work between your home and our office with everything you need to be successful in both
- We provide an employee discount of 40% off all Thuma products
- $100 per month cell phone stipend to recognize that you will use your cell phone for work related things
- A complimentary product credit when you start, worth up to $2,000
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportorder trackingservice issue resolutionrecord maintenance
Soft skills
communicationproblem-solvingcollaborationcustomer serviceinquisitive natureadaptability
