Customer Support Representative at Lugg

$48k – $52k

We’re looking for a well-spoken, high achiever who thrives in a fast-paced, high-pressure environment to join Lugg’s Support Team. This is a multi-faceted role responsible for Customer, Lugger, Retailer and Operational Support.

You are essentially the bridge between our operations and the customer experience. Your primary role will be to resolve any issues or answer any questions customers may have while ordering a Lugg. You’ll also be the first point of contact for our Luggers. This means that in addition to handling our support line, you’re constantly monitoring the ratings, emails, tweets, etc. and proactively finding solutions to outstanding problems. Here at Lugg, support is one of the defining aspects of our brand, and as a Customer Support Representative, you’ll be a crucial part of our voice.

The ideal candidate is empathetic; level-headed and comfortable in his/her own skin. Your middle name is “patience”. You possess the ability to maintain your cool in the face of potential firestorms of human emotion. We want someone who is confident and conscious, and who frequently strives to engage those around them in real, authentic interactions. We’re not looking for someone to read a script, but someone to converse with our customers and Luggers. This is an opportunity to let your personality shine through while maintaining laser focus and attention to detail. Most importantly, you’ll be multi-tasking, writing and talking a lot, so you must have an abundance of energy and be ready to bring your best self to the job every minute!

Qualifications

You Will:

Provide email, chat and SMS support to Customers, Luggers & Retailers
Achieve world-class customer satisfaction ratings
Perform real-time analysis and problem-solving of orders to provide optimal solutions for Lugg stakeholders
Operate in a highly autonomous environment which empowers you to make decisions
Contribute to high impact projects
Strategically think about operational improvements and efficiencies
You Have:

Strong communication/writing skills
At least 1 year of professional work experience
A friendly and customer service oriented demeanor
Comfortable multi-tasking in a fast-paced work environment and problem-solving quick on your feet.
A drive to consistently deliver results and exceed expectations.
The ability to work Friday, Saturday and Sunday (all required) with shifts ending as late as 11PM. Sample schedule: Wednesday-Sunday, 1:30-10PM
Ability to learn web-based applications (Intercom.com, Stripe, Lugg Admin)
A hunger to learn
Moving & Delivery industry or hospitality experience is a plus
Proven history of customer support (preferred)
Perks:

Be part of a fast-growing software company
Room to grow as the department grows
Work remotely, in the comfort of your home
Competitive time off and benefits policy