ABOUT THE COMPANY
We’re a healthy snacking and supplement company based in Sydney, Australia. We’re emerging as one of the leading health brands in Australia and are about to launch into the US market via our Shopify website. We’re big believers in creating products that are completely free from ultra-processed ingredients and genuinely good for you. We’re also big supporters of more sustainable ways of farming, including regenerative agriculture. We support a not for profit Thankful For Farmers as part of our mission to support healthy people and a healthy planet. Find out more at .
ABOUT THE ROLE
This role exists to give our customers a “wow” experience and create raving fans. Customer Service is part of our Marketing team because you’re often our first interaction with our customers and first impressions last! We’re hiring this role to support our launch into the US market.
YOUR RESPONSIBILITIES
• Lead customer service for the US market (on GMT-7 time or close to it, e.g. ideally 9am to 5pm, Mon to Fri)
• Manage our customer support tickets, via our customer support system Gorgias, which includes website live chat, emails, phone calls, social media messages and comments. This will involve US support and Australian / rest of world support to provide our customers outside the US with after-hours support. You will be supported in the same way by our Customer Service Manager (CSM) Mary who will look after Australian hours.
• Working with our CSM Mary to improve our systems and processes (e.g. implementing macros to answer common questions, improve our AI chat bot, etc)
• Working with our Third-Party Logistics (3PL) providers in US and Australia to edit orders, make special requests, troubleshoot any issues, etc
• Administrative support for the wider team, doing whatever is required to support the success of the business/team
• Contribute ideas, and hustle to find solutions to any problems (e.g. take the initiative to search Google for potential solutions)
WHAT WE’RE LOOKING FOR
• Fluent written and spoken English
• Great customer service experience
• Experience and willingness to work on US timezone
• A love of giving customers a great experience, going above and beyond (e.g. anticipating follow up questions, providing links directly to products customers are asking about, following up to make sure people are happy, etc)
• Find a way to turn unhappy customers into raving fans
• Hustle, don’t wait for things to happen, make them happen
APPLY FOR THIS JOB:
Company: Viral Vault Studios
Name: Justin Babet
Email: