Salary Range: 70000 to 95000 (Currency: USD) (Pay period: per-year-salary)

Customer Support Operations:

• Manage support channels including phone, email, and chat platforms
• Provide detailed information about our products and services.
• Work to resolve customer issues and manage complaints with empathy and professionalism.
• Set and track key performance indicators (KPIs) including response times, customer satisfaction, and resolution rates.
• Develop strategies to handle peak volumes while maintaining service quality
• Oversee quality assurance programs and customer feedback mechanisms
• Partner with Sales, Product, and Operations teams to align support strategies with business goals.
• Coordinate with in-house service teams, field operations and engineering to resolve on-site brewer issues efficiently.
• Manage vendor relationships for support tools and technologies
• Lead special projects to improve customer experience and operational efficiency
• Create and set up scalable customer service processes and workflows.

Record Maintenance:

• Document customer interactions and issues accurately in our system.
• Process payments and issue invoices promptly.
• Assist with customer onboarding and data entry as needed.

Order Management:

• Input and process customer orders in our ordering system.
• Monitor inventory levels and collaborate with account management to ensure timely order placement

Effective Communication:

• Maintain clear and professional communication with customers and BrewBird teammates.
• Work collaboratively with other departments to address and resolve customer issues.

Qualifications & Skills

• Experience in a customer service role.
• Strong problem-solving skills and the ability to handle challenging situations.
• Strong working knowledge of Microsoft office, ticketing and scheduling systems
• Excellent verbal and written communication skills.
• Proficient in data entry and familiar with order processing systems.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Strategic thinker with strong problem-solving abilities
• Exceptional interpersonal and leadership skills
• Data-driven decision maker
• Adaptable and comfortable with ambiguity
• Passionate about customer experience and team development

Our core values ☕

• We operate with a spirit of generosity. We go the extra mile to act in ways that allow others to experience happiness, success and fulfillment - in big ways and small. We believe acting and communicating openly, honestly and generously is a virtuous cycle.
• We do the work that truly matters. There’s so much we can do, and so we ruthlessly focus on the things that allow us to have the most impact. To us, results matter more than hours worked or time spent. We protect our time and are considerate of the time of others so that we can all be at our best in work and life.
• We believe in joining forces. We bring people with different experiences, backgrounds and perspectives together to accomplish far more than we ever could alone. When we don’t know something, we ask. We believe in supporting each other and ultimately hold ourselves accountable to each person that makes up the Brewbird whole - our customers, roasting partners, employees and more.
• We prove bold ambition and integrity can co-exist. We’re in it for the long haul. We set big, audacious goals - ones that make our hearts proud - and take the responsibility that comes with them seriously. We’re honest with ourselves and others about where we are and what we’re working on. We keep on keeping on with persistence and seek to master the art of resilience along the way.
• We cultivate joy, together. For us, coffee is ultimately about feeling good. And, we believe the best things in life are experienced together. We’re motivated by genuine human interaction. Work and productivity have their time and important place, yet we’re not "nothing but business" kind of people. We believe in bringing people together to celebrate life’s moments - big and small.