Customer Support Representative
ALSO., Seattle, WA, United States
Customer Support Representative
ALSO, an electric mobility company originally conceived as a part of Rivian, is seeking a Customer Support Representative that is looking to work in a fast-paced start-up environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase products from ALSO. Direct Customer Support Handle customer inquiries via phone, email, live chat, and social media. Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments. Help customers track orders, manage modifications and cancellations, and process returns and refunds. Maintain a professional, positive, and empathetic attitude during all interactions. Manage and resolve customer complaints, escalating to a supervisor when appropriate. Technical and Product Support Possess and apply deep product knowledge of ALSO's products to provide solutions. Troubleshoot and diagnose technical or mechanical issues with ALSO's products. Educate customers on product features, benefits, and maintenance. Manage warranty requests and claims via third-party platforms. Internal and Process Improvement Tasks Coordinate with other departments, such as product, shipping, and sales, to resolve issues. Communicate customer feedback to internal teams to improve offerings and develop efficiencies. Proactively follow up with customers to improve their experience. Develop new ways to engage customers, such as creating new documentation and help center articles. What You Will Bring Exceptional Communication:
Proven ability to communicate clearly, empathetically, and professionally. This includes excellent listening skills to accurately understand and document customer issues. Passion for the Product:
A personal passion for ALSO's mission and products. Technical Troubleshooting:
Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues. Problem-Solving Skills:
Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively. Customer-Focused Mindset:
A natural inclination to put the customer first, prioritizing their satisfaction and overall experience. Adaptability and Multitasking:
The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure. Team Collaboration:
Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues. Attention to Detail:
Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback. Preferred Experience in a fast-paced customer support environment with a D2C brand. Experience supporting customers with pre-sale and technical support that includes EVs, E-bikes, consumer electronics or similar products. Experience working with Shopify or a similar ecommerce platform. The ability to handle contacts across multiple channels including email, chat, and voice. Clear and concise communication skills with the ability to create a strong feedback loop with internal teams. The salary for this position ranges from $20-$27 per hour, depending on experience and qualifications. This position will be hybrid out of our Seattle-based office with full-time potential. Why ALSO. We're passionate about helping the world find a better way to get therewherever it is you're headed. We're located in the heart of Silicon Valley and have brought together a world-class team from some of the biggest brands in the technology, automotive, cycling, outdoor recreation, and retail spaces. Together we're working hands-on to imagine, design, and build an entirely new solution to a global set of transportation challenges. Perks and Benefits Robust health coverage. Excellent health, dental, and vision insurance covered up to 100% by ALSO with FSA & HSA options. One Medical membership and dedicated insurance advocates. Rich fertility and family building benefits with Progyny. Flexible time off. 401(k) match.
ALSO, an electric mobility company originally conceived as a part of Rivian, is seeking a Customer Support Representative that is looking to work in a fast-paced start-up environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase products from ALSO. Direct Customer Support Handle customer inquiries via phone, email, live chat, and social media. Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments. Help customers track orders, manage modifications and cancellations, and process returns and refunds. Maintain a professional, positive, and empathetic attitude during all interactions. Manage and resolve customer complaints, escalating to a supervisor when appropriate. Technical and Product Support Possess and apply deep product knowledge of ALSO's products to provide solutions. Troubleshoot and diagnose technical or mechanical issues with ALSO's products. Educate customers on product features, benefits, and maintenance. Manage warranty requests and claims via third-party platforms. Internal and Process Improvement Tasks Coordinate with other departments, such as product, shipping, and sales, to resolve issues. Communicate customer feedback to internal teams to improve offerings and develop efficiencies. Proactively follow up with customers to improve their experience. Develop new ways to engage customers, such as creating new documentation and help center articles. What You Will Bring Exceptional Communication:
Proven ability to communicate clearly, empathetically, and professionally. This includes excellent listening skills to accurately understand and document customer issues. Passion for the Product:
A personal passion for ALSO's mission and products. Technical Troubleshooting:
Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues. Problem-Solving Skills:
Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively. Customer-Focused Mindset:
A natural inclination to put the customer first, prioritizing their satisfaction and overall experience. Adaptability and Multitasking:
The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure. Team Collaboration:
Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues. Attention to Detail:
Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback. Preferred Experience in a fast-paced customer support environment with a D2C brand. Experience supporting customers with pre-sale and technical support that includes EVs, E-bikes, consumer electronics or similar products. Experience working with Shopify or a similar ecommerce platform. The ability to handle contacts across multiple channels including email, chat, and voice. Clear and concise communication skills with the ability to create a strong feedback loop with internal teams. The salary for this position ranges from $20-$27 per hour, depending on experience and qualifications. This position will be hybrid out of our Seattle-based office with full-time potential. Why ALSO. We're passionate about helping the world find a better way to get therewherever it is you're headed. We're located in the heart of Silicon Valley and have brought together a world-class team from some of the biggest brands in the technology, automotive, cycling, outdoor recreation, and retail spaces. Together we're working hands-on to imagine, design, and build an entirely new solution to a global set of transportation challenges. Perks and Benefits Robust health coverage. Excellent health, dental, and vision insurance covered up to 100% by ALSO with FSA & HSA options. One Medical membership and dedicated insurance advocates. Rich fertility and family building benefits with Progyny. Flexible time off. 401(k) match.