Compensation Overview

Salary Range: 21 to 23 (Currency: USD) (Pay period: per-hour-wage)

Essential Duties and Responsibilities include the following

• Promptly responding to customer queries via email, live chat, and phone 
• Work directly with fulfillment, eCommerce and operations teams to improve customer outcomes 
• Immediately escalating serious complaints or issues that you are not equipped to deal with 
• Liaising with colleagues or managers to find the best solutions to customers’ issues 
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible 
• Maintaining a helpful and professional demeanor at all times 
• Obtaining and sharing customer feedback with colleagues and other departments in order to maintain product quality 
• Responsible for being familiar with new products as they are introduced 
• Attending workshops and meetings as required 
• Participate in fraud review to identify and mitigate fraudulent orders 
• Complete special projects as assigned 
• Use approved brand language to answer all customer questions 
• Respect client confidentiality at all times 
• Other duties, responsibilities and activities may change or be assigned  

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
• 2+ years of experience in a support role focusing on customer success, data management  
• Practical experience with software platforms such as Shopify, Google Suite, and shipping platforms preferred 
• Previous experience in a customer service role is preferred 
• The ability to respond appropriately under pressure 
• Sound judgment and excellent problem-solving skill 
• The ability to speak a second language is a plus 
• A positive attitude and the ability to build relationships with clients 
• The flexibility to work irregular hours, when required 
• Effectively communicate information and respond to questions/suggestions from various levels within the company 
• Possess advanced mathematical skills: addition, subtraction, multiplication and division  
• State regulations require all applicants must be 21 years of age or older 
• Will be required to submit to a background check 
• Must obtain all state required: permits, licenses, certifications  
• Travel between sites may be required 

If you are not a California resident or applying to an open role in the state of California please skip this section

• Wyld CCPA for CA Applicants
• Please review and be prepared to answer a few questions about the above notice at the end of the application