Location: Charlotte, NC (on-site)
Job Type: Full-time
Company Overview: We are an early-stage, Techstars backed startup in the eCommerce logistics space. We are building the returns processing and reselling platform for manufacturers and retailers, starting in the baby goods space. We are a close-knit team of seven working in a fast-paced and collaborative environment.
The Role: We are seeking an experienced and highly motivated Customer Support Agent. This role requires a proactive, empathetic, and detail-oriented individual who can provide exceptional customer support across multiple channels and work collaboratively with internal teams to ensure a seamless and positive experience for our customers. As the first member of our Support Team, this individual will have the unique opportunity to influence the future of Stork Exchange’s customer support experience.
Job Responsibilities:
- Build a best-in-class customer support experience that exceeds customer expectations and consistently delivers a positive brand experience
- Provide exceptional support across every customer interaction, ensuring timely and effective communication via email, phone, chat, and social media
- Serve as the connective tissue between operations and our customers, ensuring that every order is processed smoothly and efficiently
- Take full ownership in handling exceptions and addressing issues, showing empathy and urgency throughout the resolution process. Offer innovative solutions that enhance customer satisfaction, loyalty, and retention
- Monitor customer feedback and share insights with internal teams to drive continuous improvement and enhance the overall customer experience
- Contribute to the company’s growth by supporting cross-functional operations, participating in initiatives that enhance the customer journey, and scaling processes to support future growth
Qualifications:
- 2+ years of experience in a Customer Care or Customer Service role (e-commerce experience is a plus)
- Comfortable navigating multiple technology systems, including e-commerce platforms, CRM systems, and customer support software
- A genuine passion for interacting with customers. Empathizes with customers, actively listens to their needs, and maintains a positive attitude while resolving issues
- Thrives in a fast-paced and evolving environment, quickly learns new technologies, products, and services, and seamlessly adapts to changes in processes or procedures
- Employs strong analytical and problem-solving abilities to assess customer inquiries and provide effective solutions
- Highly collaborative with the ability to work well in a team environment. Willing to share knowledge, support colleagues, and contribute to a positive team culture
- Meticulous attention to detail with the ability to multitask and manage time efficiently
- Exemplary work ethic, a “get it done” attitude, and high personal accountability
- Shows an interest in startups and willingness to be flexible with the company’s growth
Why Join Us:
- Opportunity to join a fast-growing, innovative startup that is backed by a leading startup accelerator
- Collaborate with a passionate and driven team where your contributions will shape the future of the company.
- Opportunity to grow with the company and lead the expansion of customer support as we scale.
- Competitive salary and equity
- Generous PTO
- Fun, casual, and dynamic work environment where creativity and problem-solving are highly valued