Customer Success/Support Representative

Job Title: Customer Success/Support Representative

Location: Remote

Compensation: $4 – $6/hour, plus performance-based bonuses

Are You A Talented Customer Success/Support Representative Ready To Elevate Customer Satisfaction And Join A Fast-Growing eCommerce Company?

If you’re reading this, you’re a skilled customer support professional who excels in communication, problem-solving, and customer engagement.

Why would you want to join our team? Here’s why:
– Join a Dynamic Team: Be part of a rapidly-growing eCommerce company at the start of its journey.
– Growth Opportunities: There is significant potential for career advancement, including performance-based bonuses.
– Collaborative Environment: Work in a supportive, team-oriented environment focused on continuous learning and improvement.
– Innovation: Be part of a team that values and implements innovative solutions to improve customer experience.

Who We Are
Our company is not just any direct-to-consumer healthcare brand; we are a dynamic dropshipping business with a strategic approach. Our model involves shipping products directly from our warehouse to customers, enabling us to frequently test new products and stay ahead in the market. We ended our first year with $1 million in revenue and plan on tripling that in 2024. We have already surpassed $1 million in revenue this year. Our strength lies in creating persuasive META ads with Video Sales Letter (VSL) style videos, and we’re expanding to include a diverse range of VSL and User-Generated Content (UGC) ads. Our team consists of 10 people, with more than half based in the Philippines.

Job Overview:
We are seeking a dedicated, empathetic Customer Success/Support Representative to join our team. Your primary responsibility will be ensuring our customers are satisfied and their issues are resolved promptly. This role is crucial for maintaining our high standards of customer satisfaction and loyalty.

Key Responsibilities:
– Answer customer emails and disputes promptly and professionally.
– Respond to social media comments and messages, particularly on Facebook.
– Communicate with suppliers to resolve customer issues.
– Process refunds and manage returns.
– Track and analyze customer support data to identify trends and areas for improvement.
– Collaborate with the team to share common customer issues and develop strategies for improvement.
– Create and update response templates for common inquiries.

Projects:
– Lead initiatives to improve overall customer satisfaction.
– Contribute to the development of customer support strategies and processes.

Skills Required:
– Experience in customer support, particularly in e-commerce.
– Fluent in English with excellent written communication skills (Advanced).
– Familiarity with customer support software like Zendesk (Intermediate).
– Experience with AI tools to enhance support processes.
– Problem-solving and conflict resolution skills (Intermediate).
– Basic understanding of social media platforms and customer engagement (Basic).

Personal Attributes:
– Empathetic and customer-focused.
– Strong interpersonal skills.
– Patience and resilience.
– Adaptability to dynamic customer interactions and process changes.
– Growth mindset, always looking to improve and learn.
– Innovative, with a desire to grow and contribute to company success.

Team Culture:
– Collaborative and supportive environment.
– Emphasis on continuous learning and improvement.
– Performance-based bonus focus.
– Customer-centric approach.
– A team of people that want to grow an amazing business and make money together.

Challenges:
– Managing a high volume of customer inquiries.
– Navigating and resolving complex customer issues.

Opportunities:
– Career growth into customer success management.
– Contribute to customer service strategies.
– Potential to transition to a full-time role with performance-based bonuses.
– Learn other aspects of the e-commerce business for broader career development.

Application Process:
If you are eager to join our team, please send your resume, a cover letter detailing why you are the ideal candidate for this role, and any relevant work samples. When applying please start your application with the word Paxi so we know your eye to detail. Include in your cover letter what excites you about joining our company and how you envision contributing to our growth story.