Sr Customer Service Rep
The Role
*Remote in the US only please. Located in the Seattle area is also preferred.
The Role
Moment is the fastest-growing marketplace for creators. We carry the gear creators recommend and empower them to sell their own goods in our marketplace. To support our growing marketplace we have an amazing customer service team. We call them Gear Guides, and they are spread around the world helping our customers with their orders, gear questions, and creative advice. All of our Gear Guides are part time creatives who love being part of our customer service team.
We’re looking for a service lead who can pick up what we’ve built and make it even better. Helping us move beyond email support to chat and even phone support. Ultimately we want to have the best service in the world…especially serving creators.
If you love gear and making customers happy, this role is for you.
The Job - Your Daily Responsibilities
You’ll be leading our customer service efforts, which is part of our larger Operations Team. This is a group of people who love serving creators and helping our customers to get the most out of their gear.
- Lead our customer service efforts, ensuring we deliver to the standard we’ve set.
- Managing and training our existing Gear Guides and helping to build the team as needed.
- Working with our Operations team to ensure orders are being fulfilled and shipped in a timely manner.
- Troubleshooting customer shipping issues with our 3PL partners.
- Collaborating across the company, leveling up customer issues we need to fix or improve.
- Working with the brands we sell to answer customer questions or handle warranties.
- Adding additional service options including chat and phone.
- Beyond our site, managing inbound customer requests across social and Amazon.
- Keep our service forecast and team budget updated, ensuring coverage year around.
- Work across the teams to support launching new gear, apps, and travel.
Skills We’re Looking For
We are looking for someone who loves customer service, serving creators, and helping customers get the most out of their gear. Most importantly someone with a big smile that everyone wants to connect with.
- 2+ years with consumer customer service, ideally with a consumer focused business handling over 100K annual requests.
- A passion for photography and travel with direct knowledge of the gear we sell.
- Simple, direct communicator who can de-escalate situations.
- Experience with email / chat service is required, phone service is a big plus.
- Direct experience leading a customer service team is a big plus.
- Competent in excel and managing forecasts.
- Experienced in managing and selecting service tools.
- Experience with Shopify is a plus.
- Organized, detailed, and direct communicator.
Compensation And Benefits
The Moment culture is about ownership so the more you take on the more you make. Otherwise, we keep compensation simple...
- A competitive salary: $55-70K
- Profit sharing and bonus compensation for working select holidays.
- Tech: $1K annual credit for tech you need to buy.
- Full medical / dental or $400 per month in cash.
- Equity in the company.
- Flexibility in schedule, day shift, no weekends
- Free Moment gear & discounts on our whole store.