pt customer service associate

To apply:
Candidates will only be considered if they send a cover letter and resume to eva@getmaude.com.

maude is seeking a part-time Customer Service Associate to join our team. The ideal candidate has experience in customer service and should have a keen eye for detail and high sense of quality, and have the ability to think outside to box to for creative solutions to day-to-day problems. This associate will report to the CEO and CGO, and have an integral part in building the foundation for maude’s immediate and future success. 

As a sexual wellness company this person is going to be responding to questions that are highly sensitive. As this might be the first or most important interaction customers have with the brand, it is crucial that this associate has empathy and a deep willingness to understand and address these concerns thoughtfully and responsibly.

This is a part-time, hourly position. You must be available to work between 15-30 hours a week, with some evenings hours and weekends. 

Responsibilities
  • Monitor and respond to customer service questions, inquiries, and problems via the CX platform Gorgias.io, optimizing for the best customer experience
  • Respond to and monitor product issues (returns, damages, general questions)
  • Respond to and monitor shipping issues (e.g. lost or delayed packages)
  • Handle general customer concerns with strategic problem-solving and empathy
  • Channel recurring customer inquiries to all areas of the business such as technology, marketing, design, and product
  • Weekly CX reports: Record recurring customer feedback and insights (tracking metrics) and report to internal teams such as tech, marketing, design, and product in order to constantly improve the customer experience
  • Maintain an expert-level knowledge of our products and internal management systems as well as curiosity and awareness of new industry knowledge

Qualifications
Ideal candidates should have the following qualifications;
  • College degree (Bachelor’s, or equivalent)
  • Ability to think outside the box and operate within an interdisciplinary team
  • Ability to identify problems and work cross-functionally to reach a solution
  • Mature disposition and ability to talk about sensitive topics 
  • Superior written skills (punctuation, grammar, problem-solving)
  • Strong people skills (people describe you as kind, sincere, patient, and positive)
  • Computer competency (and ability to use different applications/programs)
  • Extremely organized and detail-oriented
  • Experience with Shopify is a plus
  • Experience with customer service tools (Zendesk, Returnly, Kustomer) a plus
  • A fan of the brand and making sexual wellness accessible for all people
  • Must be available evenings and weekends when necessary