Customer Operations Support Specialist

Redwood City, CA 94065 ( *Local candidates only)

$26hr (Weekly pay + Benefits)

3 month contract (Excellent potential for extension and permanent)

Full- time/M-F 9am-5 pm ( Hybrid: Onsite, Mon/Wed/Thursday)

Our client is a social commerce marketplace where users can buy and sell new and secondhand fashion, home goods, and electronics. The platform has over 80 million users, with over 200M available listings.

In this role, you will be focused on assisting our community of Closet Partners and Consignors with their inquiries related to the consignment beta program. This role will work closely with the core consignment team to develop this emerging support area; while ensuring we meet SLAs for our community.

Responsibilities:

? Respond to user support requests related to consignment accurately and rapidly through email and Slack instant messaging

? Investigate all aspects of an account or consignment request to assist in determining a resolution

? Provides real time assistance for consignment bag issues during business hours

? Engage with users in a friendly, helpful, and patient manner via email

? Identify and escalate edge cases to appropriate stakeholders

? Become an advocate for our community by understanding their pain points and needs

? Identify areas of opportunity for consignment education and messaging to deflect support inquiries

? Contribute to cross functional collaboration to ensure internal support teams are kept updated on processes and policies

? Help with side projects and administrative support as needed

? May be required to work on holidays or weekends ( Will be given a weeks notice and overtime pay)

3-Month Accomplishments:

? Become a subject matter expert for the consignment beta program

? Independently process and/or triage consignment support requests

? Provide guidance and resolutions based on guidelines and policies

? Maintain consistent daily metrics for incoming cases

Requirements:

• 1+ years of Customer Service, Operations, Project Management or similar supporting internal and external customers.
• Experience working at a fast paced and/or start-up environment; able to ware multiple hats and go with the flow.
• Must have worked in a role that requirements responding to emails and chats all day with a sense of urgency
• Must make it a priority to providing a great customer experience
• Requires ability to learn new skills quicky
• Requires excellent and professional email communication skills and etiquette when responding to customers/teams
• Experience in responding to 20-50 email inquiries a day before end of workday.
• Experience working in a role that required prioritizing what action items need attention first and respond accordingly
• Experience using Slack ( or similar chats) in communication; being able to be aware when receiving chats and respond
• Experience with basic Google sheets; able to enter data in sheets.
• Bonus: Experience with Salesforce or similar CRM systems
• Excellent verbal and written communication skills