Responsibilities

About the role

50% Customer Care (non-voice email + live chat tickets)
25% Operations (order fulfillment, maintaining database, etc)
25% Virtual/Exec Assistant/Other Projects (ad hoc initiatives/tasks for founders)

Customer Care

We want a detail-oriented independent self-starter who loves helping customers solve their problems throughout their purchase journey with us. You are someone who is willing to invest time in understanding our product, how it works, and why it’s so important for our customers to get the right dental care product to ensure healthy teeth. You’re also willing to deeply troubleshoot more complex customer concerns as it relates to their dental product. You’ll be at the front-line in communication and represent the voice of our brand, helping answer pre-purchase through post-sales tickets through email, chat, and social media.

Operations

You’ll also be responsible for managing the day-to-day of our ecommerce operations which includes coordinating customer orders, fulfilling and managing shipments through our logistics partners, and maintaining the customer database used by our Lab team, and other operational tasks.

VA/EA Support

As we’re a small team, you’ll also be supporting the two co-founders of the company directly with executive assistant related tasks, including research, data-related, other ad-hoc miscellaneous tasks to support their other business and initiatives.

What you’ll be doing:

Helping our customers via email and live chat and guiding them through our product journey (pre and post purchase)
Support more complex ‘Level 2’ customer service issues involving their custom made dental product by understanding our product deeply and collaborating with team members via Slack
Communicate with customers in a conversational style that’s friendly and helpful, yet credible, concise, and informative at the same time
Managing orders with our ecommerce and shipping systems on-time and accurately, including processing, fulfilling, and updating orders
Update our customer database and maintain real-time accuracy to ensure the lab team has the most current information
Update the team through Slack and ensure all the information is extremely accurate and shared with relevant team members
Support the founders with virtual/executive assistant type tasks and other project initiatives outside the company (e.g. information gathering, research, data entry, admin work, etc)

Platforms Used

Gorgias (email ticketing)
Slack (team communication)
Airtable (CRM/database)
ShipStation (shipping software)
ShipBob (3rd party warehouse fulfillment)
Shopify (e-commerce software)

Qualifications

Who are we looking for?

Proven experience in customer service roles for ecommerce (3+ years ideal)
Extremely detail-oriented and highly organized (notices errors and things that may fall through the cracks)
Highly flexible and adaptable, no job is beneath you, ability to flex between different tasks
Independent strong multi-tasker and great with moving parts
Ability to navigate different platforms and data sets (experience with more complex datasets/analytics/reporting is ideal)
Good critical thinking and problem-solving skills (ability to dive deep into a customer support issue)
Excellent writing skills with as close to native English as possible – able to communicate concepts and information logically, clearly and concisely (excellent spelling and grammar are a must)

Must Haves

Proven Customer Support experience, ideally with more complex products/services/processes (healthcare a plus)
Extremely detail-oriented and understands the importance of getting details right and has obsession and focus to make sure work is accurate
Get it done attitude and a personal drive and ownership to do the best work possible
Technology savvy and able to learn new processes and platforms easily
Willingness to handle all types of tasks, beyond customer care and into other ad-hoc projects co-founders
Prior remote work experience working in our time zone
High WPM typing speed preferred

Deal Breakers

Poor attention to detail
Slow learner
Lack of ownership in work and/or inability to flex different job tasks (ìnot my jobî attitude)
Lack of willingness to deeply understand our dental product

Screening Criteria