Description
Faire is a technology wholesale platform built on the belief that the future is local. Independent retailers around the globe collectively represent a multi-hundred-billion-dollar wholesale market that has historically been fragmented and offline. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe.
As a Customer Experience Associate at Faire, you will play a crucial role in empowering entrepreneurs to realize their dreams. In this dynamic position, you will engage directly with our brand and retailer partners, managing a range of experiences to significantly contribute to their business success.
Responsibilities
- Provide high-quality, real-time support to customers via phone/email/chat, addressing their questions and concerns promptly and effectively.
- Use CRM tools (e.g., Zendesk, Kustomer, Salesforce) to manage customer interactions, ensuring all communications are logged and tracked accurately.
- Work collaboratively with the team to meet and exceed key performance metrics such as response times, customer satisfaction, and issue resolution.
- Participate in regular training and development sessions to continuously improve your skills and stay updated on Faire's products and policies.
- Contribute to a team environment that encourages continuous learning, knowledge sharing, and peer support.
Qualifications
- Experience in customer service, preferably in a phone-based support role.
- Excellent verbal communication skills, with the ability to handle complex interactions professionally and empathetically.
- Proficiency in using CRM and other customer support tools.
- Strong problem-solving skills, with the ability to think quickly and provide effective solutions to customer issues.
- A team player who is adaptable and agile, capable of working in a dynamic, remote environment.
- Alignment with Faire's core values and a genuine passion for supporting and serving our community.
Role Specifications
- This is a hybrid role with three days/week in office and two days remote.
- Home Office: Must be in a quiet, enclosed room with a door - preventing any background noise from disrupting the customer experience when on phones.
- Wifi Speed: Confirmed Wifi Speed of 10Mpbs - Ethernet connection preferred to increase network reliability.
- Technical Proficiency: Must possess the technical skills and familiarity with customer support tools necessary to work efficiently in a remote environment, including adherence to Faire’s data privacy and security protocols.
- Self-Management and Flexibility: Strong self-management skills are essential for maintaining productivity in a remote setting. The role also requires flexibility to occasionally adjust hours for collaboration across different time zones.
Benefits
- Competitive pay
- Comprehensive benefits
- Equity