Customer Experience Associate

Calling all CX Experts!

Stojo, maker of sustainable reusable food and drink containers, is seeking a Customer Experience Associate to support our CX Team.

We’re looking for a detail-oriented and driven individual who is passionate about delivering excellent customer experiences through our e-commerce and Amazon stores.

Our ideal candidate is someone who can respond quickly and efficiently to all customer issues and inquiries, use strong judgment in each customer interaction, and represent the Stojo brand as a friendly and thoughtful voice of the company.

Please read the requirements carefully. We will not be accepting applicants who do not fit the requirements and follow all application instructions.

~~~~

What we need:
1) Previous customer experience or a related communications-focused role. (Bonus points if you have worked for a DTC brand or Amazon store.)
2) Strong understanding of e-commerce, order processing, review management, and paid ad comment moderation.
3) Strong and timely written and communication skills
4) Must be detail-oriented and willing to learn and create processes
5) A creative and fast learner
6) Experience with Shopify, Gorgias, and Amazon Seller Central a must.
7) Experience with Slack and Typeform a plus.

What you will do:
1) Deliver an exceptional customer experience on our DTC site & Amazon store, acting with a strong sense of urgency and empathy for the customer.
2) Generate sales through customer interactions, educating them on product features and benefits.
3) Take a service and solution-oriented approach to all customer interactions (emails, paid ad comments, customer reviews, etc.). Use strong judgment and a friendly voice to balance company policies.
4) Meet weekly and monthly CX KPIs & benchmarks.
5) Process customer returns & replacements in a timely manner.
6) Monitor and respond to customer reviews on our DTC site & on Amazon in a timely manner.
7) CX Insights. Elevate and share CX insights to the Marketing & Product Team, in an effort to resolve and reduce customer pain points.
8) Community Management. Manage our Paid Ad Comments, Facebook Messages, Instagram comments, and Twitter Messages.

Who you are:
• You are passionate about helping customers and delivering memorable customer experiences.
• You have excellent writing and communication skills.
• You love spreadsheets and organizing information.
• You have extremely strong attention to detail.
• You have 1-2 years in customer experience or a related communications-focused role. (Bonus if you have experience managing a high volume of customer interactions.)
• You’re a collaborative team player
• You’re tech savvy & have experience using a variety of platforms to manage workflows, including Shopify, Gorgias, Google Suite, Amazon Seller Central, and Slack.
• You’re excited about the DTC space and are passionate about building a mission-driven sustainable lifestyle brand. Ideally you have some level of experience in the DTC world.
• Strong judgment skills: ability to effectively prioritize, and use proper urgency when needed.
• An analytical mindset to identify, resolve and prevent patterns: ability to report on and address common customer questions or pain points through effective internal collaboration.
• You’re able to think on your feet while problem-solving quickly and efficiently.
• You have a willingness to laugh! We are a team of workhorses who love to laugh and not take ourselves too seriously.

We will only entertain candidates who can follow these instructions. You will be contacted if you meet the requirements. Salary and Working Hours will be discussed during the interview process.

If qualified and interested, please:
(1) send a note about your experience in a customer-facing role
(2) please include in your note your weekly / hourly availability
(3) send your resume
(4) write in the subject line your favorite hobby

Thank you.