Customer Support Specialist (Digital Fishmonger)

About the Role

You are the face of Wild Alaskan when it comes to interacting with our members and potential members. As a digital fishmonger, our company relies on you to embody our values and to share our mission with our members. When something goes wrong with a delivery, you're the first responder. If someone just wants to chat about seafood and sustainability, you're there to hear them out. If a visitor isn't so sure about what we do or why we're worth it, you help them understand who we are and why we're different.

Core Responsibilities

• Respond to inbound inquiries from members and future members across multiple channels including live chat, email and phone.
• Maintain a high-satisfaction rate from members and keep our first response time below one minute on chat and one hour across all other channels, all while building member loyalty.
• Assist members with inquiries concerning order issues, cooking and recipes, account management and more, all while building relationships.
• Communicate with empathy and always put the member first in all email, live chat and phone interactions.
• Report on member behavior and bugs, and generate content derived from anecdotes and analytics.
• Represent the company’s values and mission in each interaction.
• Participate in continuous improvement weekly meetings, as well as daily stand-ups to go over open conversations, learnings from yesterday and goals for the day.
• Other duties and special projects as assigned.

Requirements

• Impeccable writing skills - from email, to live chat, to Slack, written communication is the backbone of our internal and external operations
• Excellent relationship building skills and a level of empathy that is off the charts - our team succeeds when we uphold the same standards with our members as we do with ourselves
• Passion for helping people - you won’t stop trying until our member is happy
• A successful track record working in a high volume environment - could be tossing pizzas or previous eCommerce experience. What we really mean is that you must be willing to adapt to change and embrace growth
• Ability to solve problems by thinking analytically and creatively - we’ll show you the process, but your success will depend on your ability to implement on your feet
• A high attention to detail - being detail oriented helps in a fast-paced environment
• Team-first attitude - Our team works remotely using Slack/Zoom/Intercom, covering 7 days per week (don’t worry, you’ll only work 5), and we rely heavily on our peers to help one another

Nice to Haves

• Previous employment at an eCommerce and/or food company
• Familiarity with the latest eCommerce trends
• Inbound sales experience
• Experience using customer support software such as Intercom, Aircall, or other SaaS tools