Customer Care Representative (English & French Speaking)

Ruggable is a Los Angeles-based, venture-backed, rapidly growing e-commerce startup that is disrupting the $7B rug industry and revolutionizing the market for residential rugs. Our patented 2-Piece Rug System allows you to remove the top layer of your rug and wash it in your home washing machine, offering an affordable, stylish and convenient solution for young families, pet owners, and busy individuals. We’re a small, entrepreneurial team with big ambitions. We have a strong brand, established traction, and amazing advisors fueling our steady growth. This is an opportunity to get in at the ground floor and solve for complex challenges, while charting your own career.

Job Summary:

We are looking for bilingual Customer Care Representatives to join our Customer Experience team. This is an immediate and full-time opportunity to join our rapidly growing UK based team. We are looking for candidates who are fluent in English and French who will be the “voice” of Ruggable in the front lines, interacting with customers primarily via phone, email and chat. The ideal candidate is someone with prior experience working in customer service, has a positive attitude, and also thrives in a fast-paced work environment.

This role offers flexible working with the option to work in our London office, Birmingham office or remotely. We have big plans for Ruggable’s growth in the UK and Europe and this role is integral to our success. This is a great opportunity for a highly motivated candidate looking for training, career progression and to be part of a collaborative, high performing team!

What You’ll Do:

Serve as the “voice” for Ruggable in the front lines, delivering excellent customer service experiences via email, chat and phone
Track and meet KPI targets (service level agreement/first response time, quality, customer satisfaction, etc.)
Take ownership of issues and put our Customers First to help resolve their problems
Provide timely and thorough resolution to customer inquiries (common inquiries include: returns, cancellations, exchanges, tracking and status updates, product recommendations, etc.)
Collaborate with other functions (Tech, Ops, Product, etc.) to maintain expert-status on knowledge of the products / features
Communicate with management to escalate problems and recommend resolutions
What You’ll Need to Have:

Required:

Fluent in French and English, both written and spoken
Professional written and verbal communication skills
Ability to process inbound customer requests via phone, email and chat
Able to solve problems with empathy and patience
Team player with a positive ‘can-do’ attitude
Proficiency with spreadsheet applications (i.e., Google Sheets, Microsoft Excel)
Must be a self starter and multi-tasker – while remaining responsible and detail-oriented
Preferred:

Experience with e-commerce companies (i.e., websites + apps)
Familiarity with Zendesk and Shopify
Experience in customer care or customer service
At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer. We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.