Customer Success Rockstar

FULL-TIME CUSTOMER SUCCESS ROCKSTAR & VIRTUAL ASSISTANT

Vansburg is an eCommerce company based in Wyoming, USA and Taipei, Taiwan with a robust portfolio of brands. Our Customer Success Team is looking for an empathetic and efficient customer success rockstar who has impeccable English writing skills, loves to be challenged, solve problems and make peoples’ days.

Our ideal candidate is someone who truly cares about our customers and pack. As we hire to support our growth, we want to ensure that we’ll maintain our positive culture by hiring like-minded individuals. So if you’re inspired by our Intro Video, Core Focus and Values, we might want you in our team. :)

INTRO VIDEO - Upgrade to see actual info
CORE FOCUS - Upgrade to see actual info
VALUES - Upgrade to see actual info

WHAT KIND OF TASKS WILL YOU BE DEALING WITH?

-Respond promptly to customers’ inquiries, requests, and complaints through various channels, including chat, email, Amazon and social media.
-Monitor and respond to social media comments.
-Know the company’s products inside out to be equipped to answer customers’ questions. You need to have a flair for translating a product’s features into tangible benefits for customers.
-Process replacement and refund requests promptly.
-Help improve our CS processes by providing feedback on the efficiency of the CS processes and sharing knowledge garnered through previous work experiences.
-Inform Team Lead about potential/ongoing issues in a timely manner.
-Keep records of customer interactions, transactions, and feedback. Basically, be the window in the customers’ heart and mind for the rest of the team.
-Other tasks the team may need your help with.

WHO WE ARE LOOKING FOR:

Someone who is fluent in written English
-Our team communicates in written and spoken English. Our customer service is also in written English. Please only apply if you have strong written English skills.

Someone who has superb attention to details
-You are someone who pays attention to every little detail – not only in your work, but in everything you do. Please do not apply if you don’t consider yourself to be detail oriented.

Someone who has basic technical skills online
-While you won’t be programming or designing images, you should have a basic understanding of the technical tools required to work in a virtual environment. You should have some knowledge of customer service software (i.e. Freshdesk), Slack, project management tools (i.e.Asana), Gmail, and Google Drive (Spreadsheet, PPT, Docs), among others.

Someone who is organized
-Organization is a big part of an operation’s success, so this should come naturally to you. Is your room organized? Is your life organized? Is your desk organized? If they are, you are probably the right fit.

Someone who can work with minimum supervision and can work independently
-This means doing the right thing and getting the job done excellently even when no one is looking/checking.

Someone who has initiative, integrity and grit
-Our team works at a very fast pace and we demand excellence. To thrive in the company, you need to have initiative and you should be someone who is not afraid to take risks/make decisions on your own when needed. If you require constant hand holding to get a task done or if you’re someone who gives up easily, this job is not for you.

Someone who is coachable
-We believe that feedback is one of the best tools in the workplace that could help you improve and be better in what you do. If you don't respond well to coaching/feedback, this is not the right position for you.

Someone who is empathetic
-Customer service isn't all about fixing things and solving problems. You may not always have a solution to a customer's problem, but you can always show empathy.

Someone who values learning
-In Vansburg, we believe that the moment we stop learning is when we commit intellectual suicide and have the world pass us by. This is why we commit 1-2 hours to learning on a weekly basis.

Someone who is looking for a full-time position and is excited to work with us long-term.
-This is a long-term position so we’re looking for someone who can commit to staying with us long-term. We need someone who can work on a shifting schedule for 40 hours/week. If you’re not certain that we’re the right company for you or if you’re constantly job hopping or have multiple jobs, please don’t apply.


BENEFITS & SALARY

Salary range: $500 USD to $600 USD per month, depending on level of experience, what you can offer the company and performance during training Upgrade to see actual info bureaucracy
Intimate team
Long term position
Super stable
Fast growing company
Performance-based bonus program
Paid leave
Work from anywhere with an internet connection
Customers who love us

Excited? Please send us a private message along with your cover letter. Start your cover letter with the phrase "Your next CS Rockstar"