We're looking for our first official CS rep! This role will report directly to our Head of Operations, Lena, and will work very closely with everyone on our small team of 7 🙂
Note: We do work nights & weekends and tend to be busier on the weekends. The schedule for this role will vary and will include evenings, weekends, or holidays.
What You'll Do
- Handle incoming customer requests and questions through zendesk, google voice, and in-app
- As you get comfortable with our processes, after your first few weeks you will assist in scheduling pickups and deliveries
- Troubleshoot and resolve matters such as payment issues/questions, delivery/pickup issues, account help, etc.
- Develop deep expertise of how everything at Lovd works so you can use product/process knowledge to solve customer issues in the most efficient way
- Demonstrate care towards our users and be excited to form relationships with them
- At times help do in-person deliveries on pickups to meet our users IRL
- Adapt to an ever-changing start-up environment: At this stage, we are changing and evolving by the hour. This means we are throwing out what we were doing to implement new policies at a moment’s notice. One minute we are approving listings, and the next minute we are checking on a problem with a delivery. You should feel comfortable in this environment.
- Participate in team brainstorms and regularly think about how we can make the user experience the best out there, advocate for the users!
- Expected breakdown of tasks: 80% handling customer requests and scheduling deliveries 15% Helping with miscellaneous tasks where your help is needed (we are a start-up 😉) 5% Brainstorming
Who We Are & What We Do
We are an NYC-based team of 7 building a product that facilitates selling and delivering used items! We truly believe that peer-to-peer marketplaces are the future and selling/buying used should be as easy as ordering takeout. Check us out http://www.lovd.com
Everyone on the team has their own role but jumps in to help wherever needed. For example, on any given day you will find our CEO doing deliveries or our Senior Program Manager handling customer service requests - we’re a close-knit team and do what’s needed to get stuff done.
What You'll Need
- A "get stuff done" type of personality: We’re looking for someone who can come in and start handling cs requests on their first day with minimal guidance
- Strong interest in providing a delightful experience for every single user: Handle each issue individually and have sympathy for the end-users
- Grit: One of our main company values is Grit, the ability to persist and persevere when you face obstacles
- Superb communication skills: As a cs rep, your voice is the voice of Lovd, and it's crucial that you can communicate directly & clearly with a friendly disposition
- Past experience with a small team is a plus
- Experience with some sort of customer service in the past is not mandatory: Not required because we expect you to learn and pick things up quickly
Benefits
- Salary & Equity
- Health Benefits
- Unlimited PTO: Please note, PTO Requests still have to be approved
- Bring your dog to work 🐶
- Opportunity to shape the product & culture as an early team member
Lovd
