Customer Service for a Global Camping Brand

Full-Time, US Timezone Position (12am - 8am PHT) / AU (3am - 11am PHT) Time Zone
Customer Support Team
Junior-Level Agent

ABOUT JOOLCA

Joolca is a fast-growing e-commerce startup founded by engineering student Maciek Slodyczka. Our small Melbourne-based company centres on a single idea: what if people could enjoy indoor comforts outdoors – no matter where they are?

Our flagship product, the HOTTAP, is the world’s most compact, simple-to-use, portable water heater and has attracted tens of thousands of enthusiastic customers. In the past seven years, we have gone from concept to selling in Australia, New Zealand, USA, UK, and Canada.
To support this growth, we are looking for multiple remote Customer Support Specialists in the USA timezone.

—SUMMARY

Our Customer Support Specialists become Joolca experts and use this knowledge to quickly and effectively respond to customers via email, chat, and sometimes phone. We take pride in providing a friendly, personalized experience and as such, are also looking for a great communicator who is empathetic, curious, and organized with keen attention to detail.

Folks who succeed in this role are typically resourceful, have the drive to continue to learn, and are great with people (empathetic and understanding).

—RESPONSIBILITIES

- Resolve incoming support requests according to documented processes, meeting SLAs and best practices
- Follow documented troubleshooting steps for technical issues
- Liaise with our Australian / New Zealand / USA / UK / CA warehouses
- Be active in the ongoing development of product knowledge and support best practices
- Identify and communicate trends in customer feedback
- Identify and communicate improvement opportunities in the customer experience or internal support processes


—MINIMUM QUALIFICATIONS

Candidates are expected to possess:
- Strong written and verbal communication skills in English (a must)
- Strong soft skills (empathy, critical thinking, proactiveness, etc)
- Strong typing skills
- Some experience in supporting customers or end-users
- Familiarity with customer support best practices
- Ability to operate autonomously and prioritize your work
- In your application, please include the capital of Turkey
- Ability to work remotely effectively
- A sense of curiosity, a desire to learn & grow within the company
- A team player


—DESIRED EXPERIENCE

- Previous remote work
- Customer Support for E-commerce
- Troubleshooting experience
- Familiarity with tools like Zendesk, Slack, Shopify, Odoo, ClickUp and other eCommerce platforms


—SALARY & BENEFITS

The hourly rate for this full-time position starts at 5 USD and increases based on qualifications and experience.

We believe in the quality of life and in addition to the salary we offer:
- Monthly lunch expense
- A relaxed work environment (you’ll see!)
- Long-term employment (this isn’t a temporary position)
- Growth opportunity (both in responsibility and salary)


—HOW TO APPLY

Please submit:
1. A cover letter, also including a brief write-up about yourself and your interests (be casual and write from the heart)!
2. A short voice clip telling us about your favourite hobby.

Answer these questions:
1. Re-write this sentence fixing any spelling or grammatical errors: "heloo, im looking 2 buy some item. How many qty are in stocks? (Can I by 5 or more)? If I recieve them by tomorrow? And whats total cost to send. Yours, Emrez.

2. Reply to this customer: Hi, please help me! I'm currently out camping and whilst setting up your product to use it, I've realised that I am missing a component. I have not been able to use this yet. Please help, I really need to use this for my trip!
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Note: We've noticed an increase in AI usage, which defeats the purpose of getting to know you in the application. Please apply without the use of AI models