ABOUT THE ROLE
Interior Define is seeking a Customer Experience Associate to play a key role in expanding our brand story. This role works directly with our client base to provide an incredible quality of support. We are looking for a passionate individual who is excited to grow, innovate and disrupt the home furnishings industry through a transformative experience.
Our Customer Experience team supports the post-purchase and post-delivery client experience. Their primary objective is to smooth the client journey – processing order change requests, providing status updates, and resolving missed experiences. Through their work, they indirectly reduce cancellations, reorders, and unnecessary refunds while boosting client satisfaction in the post-purchase journey.
The ideal candidate is eager to help us expand our brand, and to create a unique customer experience that far exceeds the uninspired, traditional furniture buying process. We are a fast-growing, start-up reinventing the way people shop for custom furniture (beginning with sofas).
- You are customer-focused. Our brand revolves around delivering an exceptional and differentiated customer experience. With that, you aim to make each customer experience better and will never settle for “that is good enough”
- You are not only comfortable communicating with clients, but are able to maintain a calm and friendly presence throughout each interaction
- You are detail oriented and are able to adapt your tone, messaging, and approach to suit varied client needs
- You adapt to each situation quickly and are able to drive full ownership of your work. You jump in and you solve problems. You are able to troubleshoot quickly, but also know the right times to ask for help.
- You look for opportunities to make things better and faster (without compromising quality).
- You are a team player and are capable of empathizing with others. You consider yourself to have an above average “E.Q.”
- Serve as a customer-facing member of our CX team, replying to inquiries via email, phone, and live chat
- Process order fulfillment changes including cancellations, refunds, and replacement orders
- Resolve issues that arise when deliveries, transactions, and experience don’t go 100% as planned
- Communicate company policies in a customer-centric manner, balancing a positive experience with internal process
- Work cross-functionally to ensure a best-in-class customer journey, identifying trends to build better operational processes
- Represent our brand ethos and create process around delivering a better customer experience
ABOUT THE CANDIDATE
- We are seeking a highly motivated individual who is excited about growth with the following credentials:
- 1+ year in a customer support role. Start-up or e-commerce experience, a plus
- Level 2 escalation experience, you are able to take ownership of advanced inquiries
- You have exceptional attention to detail and the ability to translate details into actionable responses
- You are a clear, effective communicator and love interacting with customers (and teammates)
- Experience working with Salesforce or similar CRM
- Experience working with Magento, Netsuite, or similar order processing systems
- Proficient in Excel and / or Google Sheets
GREAT TO HAVE
- Project management experience.
- Passion or curiosity for interior design and furniture.
We encourage you to apply even if you don’t meet all the outlined requirements. We love meeting talented individuals who are excited about our brand and eager to grow in a startup environment.
ABOUT THE COMPANY
Shopping for a sofa is one of the most important and emotional purchases anyone makes for their home. Your sofa sits in the center of your home, anchoring your space and influencing the way you interact with friends and family for years. Despite the significance of this purchase there was no brand making the experience more comfortable. Interior Define is revolutionizing the way people shop for furniture (beginning with sofas). Through a vertical, made-to-order production approach and e-commerce focus, Interior Define crafts exceptional, customizable sofas and offers them for attainable prices. Interior Define makes customization easy: sofas can be tailored by size, fabric, configuration, leg style, and sit. Your space is unique. Your sofa should be too.