Customer Support Representative

About the role

ALSO is seeking a Customer Support Representative to work in a fast-paced startup environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase products from ALSO.

Responsibilities

• Direct Customer Support: Handle customer inquiries via phone, email, live chat, and social media.
• Provide pre-sale support by assessing customer needs, 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: Apply deep product knowledge 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 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 documentation and help center articles.

Requirements

• Exceptional Communication: Proven ability to communicate clearly, empathetically, and professionally, including excellent listening skills.
• 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.
• Customer-Focused Mindset: A natural inclination to prioritize customer satisfaction and overall experience.
• Adaptability and Multitasking: Ability to handle a high volume of customer inquiries across multiple channels while remaining calm under pressure.
• Team Collaboration: Proven ability to work effectively with colleagues in sales, service, logistics, and product teams.
• Attention to Detail: Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback.

Pay

The salary for this position ranges from $20 to $27 per hour, depending on experience and qualifications.

Schedule

This position will be 3–5 days a week based in our Seattle office.

Benefits

• Robust health coverage, including 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.