Customer Support Representative

ALSO is an electric mobility company focused on creating innovative small EVs. They are seeking a Customer Support Representative to handle customer inquiries, provide product knowledge, and improve customer experience through various support channels.

Responsibilities

• Handle customer inquiries via phone, email, live chat, and social media
• Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments
• Help customers track orders, manage modifications and cancellations, and process returns and refunds
• Maintain a professional, positive, and empathetic attitude during all interactions
• Manage and resolve customer complaints, escalating to a supervisor when appropriate
• Possess and apply deep product knowledge of ALSO’s products to provide solutions
• Troubleshoot and diagnose technical or mechanical issues with ALSO’s products
• Educate customers on product features, benefits, and maintenance
• Manage warranty requests and claims via 3rd party platforms
• Coordinate with other departments, such as product, shipping, and sales, to resolve issues
• Communicate customer feedback to internal teams to improve offerings and develop efficiencies
• Proactively follow up with customers to improve their experience
• Develop new ways to engage customers, such as creating new documentation and help center articles

Skills

• Handle customer inquiries via phone, email, live chat, and social media
• Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments
• Help customers track orders, manage modifications and cancellations, and process returns and refunds
• Maintain a professional, positive, and empathetic attitude during all interactions
• Manage and resolve customer complaints, escalating to a supervisor when appropriate
• Possess and apply deep product knowledge of ALSO's products to provide solutions
• Troubleshoot and diagnose technical or mechanical issues with ALSO's products
• Educate customers on product features, benefits, and maintenance
• Manage warranty requests and claims via 3rd party platforms
• Coordinate with other departments, such as product, shipping, and sales, to resolve issues
• Communicate customer feedback to internal teams to improve offerings and develop efficiencies
• Proactively follow up with customers to improve their experience
• Develop new ways to engage customers, such as creating new documentation and help center articles
• Proven ability to communicate clearly, empathetically, and professionally
• Excellent listening skills to accurately understand and document customer issues
• A personal passion for ALSO's mission and products
• Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues
• Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively
• A natural inclination to put the customer first, prioritizing their satisfaction and overall experience
• The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure
• Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues
• Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback
• Experience in a fast paced customer support environment with a D2C brand
• Experience supporting customers with pre-sale and technical support that includes EVs, E-bikes, consumer electronics or similar products
• Experience working with Shopify or a similar ecommerce platform
• The ability to handle contacts across multiple channels including email, chat, and voice
• Clear and concise communication skills with the ability to create a strong feedback loop with internal teams

Benefits

• Robust health coverage.
• Excellent health, dental and vision insurance covered up to 100% by ALSO with FSA & HSA options.
• One Medical membership and dedicated insurance advocates.
• Rich fertility and family building benefits with Progyny.
• Flexible time off.
• 401(k) match.

Company Overview