We are looking for a charismatic, genuine, and kind person with strong writing and interpersonal skills to join our customer success team at Luno. You’ll be the voice of our brand helping our community enjoy their Luno products as much as possible. You will be responsible for responding to customer inquiries, providing order updates, and helping our customers feel empowered to spend time outdoors and explore.
The right candidate will approach each customer interaction with empathy and will strive to improve each customer’s experience through every step of their journey — from when they are just learning about Luno, to after they complete their purchase and are on their first or 100th camping trip.
Responsibilities
Maintain a positive, empathetic and professional attitude towards customers at all times
Provide quick, accurate and helpful answers to all customer support inquiries through various channels (primarily email and live-chat)
Navigate several internal systems and programs to provide thorough and helpful information to all customers
Acknowledge and resolve customer complaints or problems, thinking creatively to provide personalized solutions
Create, modify or cancel orders
Assist customers with returns, exchanges, and warranty issues
Follow up with necessary parties to ensure all issues were resolved
Coordinate with other team members as necessary to answer questions, resolve issues, and provide insights
Identify opportunities for improvement in our processes to better serve our customers
Qualifications
Kind, empathetic, and compassionate person with interest in helping our customers have the best possible experience with both our products and our brand
Must have experience in customer service
Must be self motivated, detail-oriented, responsible, flexible, resourceful and accountable
Strong writing skills
Excellent decision-making and problem-solving skills with a demonstrated ability to analyze data and define actionable steps to proactively solve problems
Familiar with and proficient in Google Suite (Docs, Sheets, Slide, Email, Calendar)
Experience using Shopify, Shipstation, Return Logic, and Gorgias is a plus
Ability to juggle multiple tasks simultaneously and prioritize as needed
Strong interpersonal skills and the ability to work in an ever changing, fast-paced startup environment
Bonus points for involvement in outdoor sports and activities!
Details
Part-time:
15-20+ hours per week during Summer (May – September)
10+ hours per week in Winter (October – April)
Rate: $18/hr
Remote, flexible, self-led schedule
Front-loaded weekly schedule (increased hours Monday-Wednesday, fewer hours Thursday-Friday)
Occasional weekends and holidays