We are looking for a talented Consumer Care Advocate. We believe in providing our consumers with a product experience that will set the bar for all others. We are reinventing the way consumers interact with their homes and we look to our Care Team to equally reinvent the meaning of support.
In this role, you will work directly under the Head of Consumer Care and play an influential role in shaping the foundations of our support team and the consumer experience. You will troubleshoot product issues, help Customers with questions/concerns, and escalate critical information to help ensure that our Customers and products are successful.
- Maintain SLA’s for all contact channels. Customers come first!
- Interact on a daily basis with consumers and leverage your technical and operational knowledge to identify solutions.
- Document and improve new troubleshooting processes, ticket workflows, and response macros.
- Utilize data to rationalize changes to tools, processes, or product priorities.
- Brainstorm and prioritize practical, pragmatic solutions that can be executed quickly.
- Draft, publish and maintain our Support Community Content.
- Manage and develop Customer Care Advocates.
- Work cross functionally with our engineering, logistics, operations and design teams to ensure the consumer's voice is heard.
- Work closely with our Head of Marketing and Head of Consumer Happiness to ensure that the voice of the Customer is being heard.