Customer Service Associate (Hammock Concierge)
Description
Yellow Leaf is a home & outdoor lifestyle brand that sells comfy hammocks & focuses on spreading relaxation & empowering artisans to rise above poverty. We are a B Corp, featured in Oprah's "Favorite Things," Kiva's 1st Thai microfinance partner & official hammocks for Virgin Voyages. Appeared on Shark Tank in 2020, now pivoted to DTC, employ over 300 weavers & introducing new relaxation solutions.
ROLE: CUSTOMER SERVICE ASSOCIATE (HAMMOCK CONCIERGE)
This is an exciting time for us – we are scaling the Yellow Leaf brand (and our positive impact) and have several new developments in the pipeline! The Hammock Concierge Associate is a new role within Yellow Leaf, and we're looking for an eager candidate who is excited to join a high-growth brand and social enterprise.
Yellow Leaf is a start-up environment, so you will get to wear many hats and participate actively in forging company systems, culture, and legacy. While this role initially calls for a generalist with a deep focus on customer success, you will have the opportunity to build your own leadership path as we grow.
WHAT YOU’LL DO
Oversee Yellow Leaf's "Hammock Concierge" (i.e., customer service dept.)
- Help to build our Hammock Concierge customer service department with best-in-class standards for the consumer
- Act as the voice of Yellow Leaf Hammocks on the front lines, ensuring that we deliver joyful experiences, swift answers and positive relationships with customers via social media, phone calls, emails, live chats and text messages
- Be responsible for the customer experience from start to finish, for both e-commerce and B2B (wholesale, trade, etc.)
- Become an expert on hammocks – develop a deep understanding of our products to be able to answer any question and solve any problem
- Use customer insights to make recommendations to senior leadership that will increase brand loyalty and improve the customer experience
- Advocate for the customer in cross-functional team meetings
- Assist customers with order placement, changes, cancellations, returns, billing questions and resolve customer concerns
- Build and maintain relationships with repeat customers, fans of the brand, influencers, and others
- Delight customers: apply good judgement on a case-by-case basis, expedite resolutions, and follow up to ensure satisfaction
Support the Marketing, Operations and Logistics side of the business
- Perform administrative and tactical support for the global operations team to support the company objectives and goals
- Serve as a link between our customers and marketing, production, shipping, and fulfillment teams
- Ensure a positive delivery experience for e-commerce and B2B customers
- Step in to manage conversation on social channels (hybrid marketing-customer service function)
Work directly with our CEO on Special Projects to support growth
- Work directly with the founders to grow the company, with a focus on building and streamlining systems, documenting standard operating procedures (building out company playbooks/checklists), and keeping “the trains running” as we scale
- Liaise with cross-functional teams -- Sales, Product Development and Marketing -- on key projects and initiatives
- Monitor KPIs, analyze progress and continually improve on results
- Try new things! Get creative, think smart, take risks and feed off the energy of our positive impact!
Requirements
YOU HAVE
- 2-5 years experience, preferably in the field(s) of customer service, operations, project management and/or marketing
- Bachelor’s Degree or equivalent experience
- Experience with post-purchase experiences, including order tracking, order processing, returns, and cancellation process
- Incredible communication skills – clarity, timeliness and follow-through
- A pro-active and solution-oriented mindset; a knack for problem solving
- Energy and enthusiasm for a cross-functional role
- Creative copywriting/business writing skills
- Flexibility to connect with international partners outside regular business hours (on occasion)
- Ability to work independently and prioritize competing objectives
- An avid interest in the consumer/e-commerce space and a dedicated enjoyment of the hidden “nuts and bolts” that make a brand function seamlessly
YOU ARE
- Excited to make an immediate and lasting impact at an early stage, fast growing brand
- Action-oriented with a focus on getting projects to the finish line
- Confident in your critical thinking skills and decision-making capabilities
- Organized and detail-oriented (able to see the bigger picture while executing at the tactical level)
- Able to find the balance between getting something “perfect” and getting it “done”
- A flexible team player with a strong work ethic and commitment to excellence
- Curious, creative, empathetic and open-minded
- A person who operates with integrity, kindness and transparency
- A strong negotiator, willing to stand up for the best interests of our stakeholders
- Dedicated to spending your time on earth towards creating positive change
BONUS POINTS:
- Experience with Shopify backend, inventory management and e-commerce software
- Experience with Gorgias or other customer service platform
- Experience with graphic design software (Adobe, Figma, etc.)
- A passion for hammocks and positive impact!
WHAT YELLOW LEAF OFFERS
- An opportunity to join a fresh, thriving social enterprise - build a brand and make an impact!
- Autonomy, growth, and leadership opportunities
- Highly competitive compensation
- Excellent health insurance including dental, vision, chiropractic & acupuncture
- Flexible PTO (we believe doing awesome work is just one part of a fulfilling life)
- Constant supply of ridiculously comfy hammocks
- As COVID permits, destination company retreats, outings and incredible trips to our weaving communities in Thailand