Article
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>
Customer Support & Operations Specialist (12-month contract)
Why Aloe?
Description
Customer Support & Operations Specialist (12-month contract)
Aloe by Article is a subscription-furniture brand founded by Article. We are aiming to transition furniture toward a circular model – one that’s better for customers and long-term reduces furniture waste. We’re currently, expanding the pilot of our service across Vancouver and Los Angeles and need a passionate team member to ensure we maintain high-quality customer service through our technology.
Why We Need You:
Aloe is looking for Customer Care and Operation Specialist for 12 months when the pilot phase for the Vancouver & LA Pilot.
As the customer support operations specialist, you will use your previous experience to offer a remarkably better customer experience through a variety of channels including phone, email, live chat, and more. This role is for you if you enjoy working independently while providing resolutions to our customers through authentic connections.
For the operations side, your role is key, as you’ll be also managing customer orders (creating, updating, removing) while also managing our inventory spreadsheet and customer database.
Why Aloe?
As a team, we’re a small, collaborative, passionate, and driven team trying to drive positive change in the furniture industry while creating something completely different.
Schedule: Monday – Friday 9 AM-5 PM PST (typically)
Communicating to customers through Phone, Email, LiveChat, Facebook, IG)
Address: 1010 Raymur Avenue, Vancouver, BC, Canada V6A 3T2
Role type: Hybrid
We’re a very collaborative team and like to meet in-person 3 times a week in the office. It’s our preference that you can make it in but understand life happens!
What you’ll do:
The Customer Support & Operations Specialist will primarily be responsible for maintaining a high level of customer support and care. Create more time for Mission Freedom leadership to spend on high-value activities.
- Owning all inbound support channels and also owning all customer interactions.
- Prioritizing the customers and the email inbox (Anyone subscribing to our furniture, pre-purchase support, working with the team to surface issues and
- Managing
- Aloe Customer orders (end-to-end order processing and tracking)
- Inventory Management – working with warehousing and logistics to keep our inventory levels up to date (daily, manual process right now).
- Process Improvement
- Working with tech, operations, and logistics to improve aloe processes: order management, order processing, and rolling out new changes.
- Reporting
- Keep Aloe customer databases (subscription, MegaMind, Shopify) in sync and up to date with current customer data.
Who you are:
You will have a high level of empowerment to solve challenging, meaningful customer problems the best way you can. You will be the face of the customer support department that speaks to our customers and therefore have valuable knowledge of what is important to our customers and what needs to be improved to better operate as a business.
- You love solving problems
- Bringing in a customer-obsessed attitude and building genuine connections to help create life-long customers
- Providing remarkably better customer experiences via phone calls, emails, and live chats
- You’re tech-savvy, and you can quickly shift between multiple software applications. We use Slack, G Suite, FreshDesk, and our internal technology (ERP-like system)
- You’ll need to have a stable internet connection with a speed of 30 Mbps (ideally 50 Mbps).
- You can juggle a lot- meaning you’re a natural multi-tasker and very self-sufficient
- Exceptional verbal and written communication skills
- You’re a team first and love to collaborate
Benefits & Perks
- You’ll start with at least 29 days off between vacation days, wellness days, holidays, and an Inclusion and Diversity Day
- We want you to experience the obsession our customers have for Article furniture. You’ll enjoy a 45% discount (15% for friends and family, too) on our whole product offering
- When you’re in the Vancouver office, we’ll think you’ll love:
- The Article HQ is a converted warehouse, an open layout, well-stocked kitchens filled with snacks, premium coffees and teas (and ALL the milks)
- Our workspace is flexible. Choose where you sit – work from an Article sofa, one of our thoughtfully staged collaboration spaces, or private meeting room
- Onsite fitness equipment, change rooms with showers and bike storage
- A dog-friendly office. If you have a well-behaved, well-socialized pup, they’re welcome too
#LI-VJ9
#INDARTICLE
About Article
Hi there, we’re Article.
Since 2013 we’ve been redefining the furniture industry one sofa at a time. Founded in Vancouver, Canada, we now have remote Particles (people of Article) across the globe, and an office in Vietnam. Our US and Canadian home delivery network serves our customers coast to coast.