Customer Support Specialist

  • Austin, TX
  • Full Time
  • Mid Level

Founded in 2010, Noonday Collection designs and sells an exclusive collection of jewelry, accessories, and home goods made by artisans around the world. Noonday uses fashion and design to create economic opportunity for the vulnerable by harnessing social selling entrepreneurs across the US that we call Ambassadors. Ambassadors create a marketplace for our artisans by hosting Trunk Shows where they style and share the powerful stories behind the pieces. Noonday caters to the fashionable, creative, and globally engaged who are curious and aspire to impact the world.

At our Home Office in Austin, we take great joy in supporting our team of Ambassadors and their customers. Our Customer Support team is paramount to ensuring that each and every customer is handled with kindness and unparalleled service. Every interaction customers have with Home Office should leave them feeling cared for and appreciated.

If you feel you can deliver incredible service that has our customers asking for you by name, then we want to talk to you. We are a fun and energetic team that is focused on excellence as we strive to create a flourishing world. 

Position: Customer Support Specialist ($18/hour)

Location: Austin, TX (possibly remote)

Full-Time position includes benefits (medical, vision, life, 401K with company match and paid time off)

 

SUMMARY OF POSITION:

The Customer Support Specialist is responsible for providing timely and outstanding service to Ambassadors and customers. This position represents Noonday when interacting with Ambassadors and customers and is an advocate for Ambassadors and customers when working with Home Office cross-functional teams.  This position is responsible for solving approximately 70% of support tickets received and works on special projects as needed to assist the Director of Ambassador Success and Customer Support Lead.

 

JOB DUTIES & RESPONSIBILITIES

  • Ticket management
    • Resolve incoming tickets and maintain high satisfaction ratings to meet 98% SLA and 95% customer satisfaction metrics.
    • Thoroughly and efficiently gather customer information, consider and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions.
    • Maintain a balance between company policy and customer benefit in decision making/handles issues in the best interest of both customer and company.
    • Track and report service issue trends and recommend possible solutions.
  • Reporting and cross-functional support
    • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. Recommend Support Team process improvements for ticket deflection.
    • Product Team: Report product quality issues and trends and coordinate/align on a response that will provide the best experience for all stakeholders.
    • Tech Team: Update the Tech Team on Studio bugs/issues and provide supporting information as needed. Recommend Studio and/or website enhancements to improve user experience. Provide testing support as needed for tech rollouts.
    • Ops Team: Provide input on any issues regarding shipping/packaging/QC needs and coordinate/align on a response that will provide the best experience for all stakeholders. Maintain manual reship spreadsheet for items that need to be shipped outside the usual Studio process.
    • Finance Team: Resolve chargebacks and billing issues. Maintain manual gift card creation list & address update list for accurate recordkeeping.
  • Help Center Management
    • Manage process for adding and removing content.
    • Maintain the Help Center standard formatting document.
    • Update inventory update articles with information provided by the Planning Team.
  • Ambassador & Hostess Leads
    • Assign incoming Hostess & Ambassador leads to eligible local Ambassadors within one business day.
    • Update the maps used to assign leads on a monthly basis.
    • Maintain accurate log of leads and assignees.
  • Special Projects as needed

KEY CUSTOMERS

  • Ambassadors, Customers, Fulfillment Team, Products Team, Sales Team, Technology Team

MINIMUM QUALIFICATIONS

ay need to take or retrieve product from offsite storage locationer packaged cellent condition caught hem to arrive on Feb

  • 2 years working in customer support providing email and phone support
  • Microsoft Office – including, Word, Outlook, and Excel
  • Knowledge of online ticketing/tracking systems

KNOWLEDGE/SKILLS

  • Strong Active Listening - Give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate to clarify directions or projects
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Excellent organizational and follow-up skills
  • Effective communication skills both written and verbal
  • Exhibits patience and calm during busy or stressful situations
  • Collaborative with team members and cross-functionally with other departments
  • Reliable and adheres to work schedule, including willingness to work a flexible schedule and overtime, when needed
  • Ability to provide guidance to new hires
  • Enjoys having varied tasks and a changing, busy work environment 
  • Interest in fashion and handmade goods
  • Prior experience with Zendesk preferred

SUPERVISORY RESPONSIBILITIES:  None

www.noondaycollection.com

Read More

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

150