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Customer Care Team Specialist

Operations | Mountain View, CA | Full Time

Job Description

About Us:

KiwiCo is an innovative eCommerce company that sparks kids’ creativity and curiosity through offline and online materials and inspiration. We offer kids a delightful, engaging way to explore, create, and learn. We offer a subscription service that delivers curated hands-on projects to kids. We take great pride and ownership in the products we build and in the community of parents and kids we serve. We're backed by leading investors and were named one of the "20 Startups to Watch" by Business Insider and "Hottest Companies in Silicon Valley" by Lead411. Our office is located in Mountain View, CA.

Role and Responsibilities:

We’re looking for a smart, capable, and compassionate go-getter to join our Customer Care team. This is an exceptional opportunity to join a high-growth start-up with an innovative business model and an inspiring mission. You will get the opportunity to get trained on the inner workings of a start-up while delivering delightful customer service to our members. The ideal candidate is positive, motivated, dynamic, thoughtful, creative, enthusiastic and entrepreneurial with excellent communication skills.

Specific responsibilities include:

  • Respond to customers in a timely, friendly, and professional manner over email, phone and chat.

  • Become intimately familiar with KiwiCo’s products and services as well as the order management process.

  • Demonstrate empathy and quickly offer solutions when our customers' deliveries, transactions or experiences don't meet their expectations.

  • Offer advice and help customers choose the right products from our family of products.

  • In every interaction with customers: demonstrate an understanding of the customer’s question/problem, strive to completely answer the inquiry with a minimum of back and forth messages, and utilize a tone and voice that reflects the KiwiCo brand. All written communications should be clear and well-written, free of grammatical errors, spelling mistakes, etc.

  • Provide thoughtful, strategic insight regarding customer needs to our product and marketing teams.

  • Identify and contribute to solving priority issues that need immediate attention.

Required Qualifications:

  • Passionate about customers. You love developing relationships with customers, delighting them with your positive attitude and outstanding customer support skills.

  • Excellent communication skills under time constraints.  Communicate effectively and efficiently with customers and team members; maintain a friendly and pleasant demeanor over email, phone and chat.

  • Hands-on, "get things done" mentality. You thrive in a fast paced, small company environment, are comfortable with high volume of support issues, and both think and type fast!

  • Detail-oriented.  We move quickly, but we bring care and thoughtfulness to everything we do. We care deeply about the details.

  • Resourcefulness.  You see a project from idea stage through successful completion - and whatever it takes to make it a success. Hurdles are inevitable, but you take it upon yourself to take ownership, assess options and get something done.

  • Technical Comfort. You are comfortable working with a variety of systems and basic business tools like Google docs, as well as, ideally, CRM and order management tools.  Fast and accurate typing skills a must.

  • Metrics-driven. The quality of the customer care we deliver is quantifiable and reviewed continuously. We are looking for people who strive for measurable results.

  • Work Experience.  1-3+ years related experience.  Understanding of basic order fulfillment processes for physical products and customer support experience with traditional eCommerce or subscription commerce is a plus.