Job description

About FloorFound

Recommerce retail is growing at 25x the rate of full price, as environmentally sensitive, value-shopping consumers have become more open to buying secondhand. Historically, retailers have missed out on this opportunity and FloorFound is enabling them to participate in it. By doing so, we both grow the retailer’s customer base and make a meaningful sustainability impact.

We’ve gathered a team that is best in class to work on a precarious problem to benefit the retailer, consumer, and our planet. Joining our team means serving some of the biggest retail brands in the industry today, while building a company that will last.

FloorFound is looking for a Customer Support Associate to join our Tier 2 Support team in our growing recommerce start-up! Working closely with our Manager of Customer Support, you’ll be the first line of contact for customers, corresponding with them via email and live chat. Our Customer Support team is collaborative, persistent, resourceful, clever, adaptable, and sometimes a bit silly! The perfect candidate for this role should be too.

● We are based in Austin, Texas, but qualified remote applicants are encouraged to apply!
● Please visit our website and our online store to learn more about us.
● Our support team’s operational hours are 9AM - 11PM CST, Sunday through Saturday. This roles typical hours will be Monday - Friday 5PM - 9PM CST. Occasional coverage outside of these days/hours may be required for this role.

Responsibilities

This role encompasses managing multiple facets of Customer Support for FloorFound, including:
● Inbound Returns - ensuring a seamless pickup experience of returns submitted through the FloorFound network for the customer experiencing the pickup, as well as the client company who submitted the request for pickup.
● Outbound Orders - ensuring a positive experience for customers purchasing through the FloorFound network, including both our direct website or various furniture marketplaces we partner with.
● General Inquiries - utilizing resourcefulness to answer customer inquiries regarding item information including dimensions, materials, item condition, etc.

The Customer Support Associate will be responsible for the following:

● Being the first point of contact via Chat and Email Support, providing top-notch service to both FloorFound’s customers and client partners.
● Encouraging sales via pre-purchase chats, and cultivating positive relationships with customers to foster retention.
● Solve complex issues for both customers and clients surrounding missing items/parts, delays in transit/pickup, damages/defects, and loss claims, utilizing resourcefulness and incredibly thorough investigation.
● Work closely with Operations Team members to ensure seamless experience for both Inbound and Outbound orders.
● Following up timely and consistently with warehouses and carriers to encourage orders are moving within expectations.
● Identify any trends in customer/client concerns and collaborate with team members to find solutions or opportunities for improvement in processes.

Qualifications and Requirements

● 2+ years of experience in working for an eCommerce business, specifically in email and/or chat support
● Exceptional written and verbal communication skills
● Experience/knowledge of Google Workplace (Gmail, Google Sheets, Google Docs, etc.)
● Understanding of warehousing principles and 3pl processes
● Strong internet connection and your own laptop required
● Candidates with prior experience in furniture, freight, startups, Zendesk, and/or escalations are strongly encouraged to apply!

Additional Information: This is a contracted position with a pay range of $17 - $18/ hour. You will be required to provide your own equipment. This position will require a minimum of 20 hours per week.

Job Type: Contract

Pay: $17.00 - $18.00 per hour

Benefits:

• Work from home

Experience level:

• 2 years

Shift:

• 4 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Experience:

• Customer Support: 2 years (Required)
• Email Support: 1 year (Required)
• Live Chat Support: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Required)

Work Location: Remote

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