JOB DESCRIPTION
ABOUT CHAIRISH
Founded in 2013, San Francisco-based Chairish is the leading online marketplace for exceptional home furnishings. Our mission is to inspire and foster the joy of creative expression through home decorating.
The Chairish marketplace connects millions of design lovers to over 10,000 sellers, creating newfound business for sophisticated brands, unique makers, remarkable artists, esteemed vintage and antique dealers as well as private collectors. We are leading the luxury home furnishings industry into the digital future.
Our leadership team includes veteran technology entrepreneurs who’ve created the biggest global travel brands alongside celebrated fashion and design industry executives. Chairish has earned widespread recognition from leaders in the home design space. Architectural Digest named Chairish the #1 “can’t live without decorating app” that “will change the way you shop for furniture online.” Entrepreneur lists Chairish as one of “best entrepreneurial companies in America” and IAB recently named Chairish a “Brand to Watch in 2020”.
POSITION OVERVIEW
Chairish Inc. is looking for a Customer Support – Chat Specialist to join our team as we relaunch our chat program. This position is critical in providing support to our buyer, seller, and Trade communities. We’re looking for someone who keeps customer satisfaction at the core of every decision, thrives on taking ownership, providing guidance, and resolving issues for our customers. In this role you will reinforce the Chairish Inc Brand Value, instilling trust & building relationships by going the extra mile within every interaction throughout the customer life cycle.
RESPONSIBILITIES:
Provide exceptional customer service to our customers, driving satisfaction, loyalty, revenue and repeat purchase
Positively and professionally engage with customers, primarily via chat and related channels (Ask the Seller), converting them to brand evangelists. May also provide support via phone and email as needed.
Support customer inquiries via inbound or outbound chat
Obtain and provide responses inbound seller Q&A for targeted accounts
Moderate seller Q&A channel to identify opportunities and intervene where appropriate
Collaborate daily with internal teams and colleagues to resolve customer concerns effectively
Attend and contribute to a variety of meetings, ranging from company-wide sessions to team-led problem-solving sessions
Participate in launching and supporting new initiatives continually capturing customer feedback used in collaboration sessions with various teams (Product, UX, Engineering) to improve our product and increase satisfaction
YOUR EXPERIENCE:
3+ years in a web-based customer support role, using a variety of channels (phone, email, chat)
Familiarity with Zendesk (or other) & CRM systems and practices
Proficient with web-based platforms and tools (e.g. Google Docs & Gmail)
Preference is given to candidates with experience supporting a marketplace – including product lines, pricing, delivery times & methods
A background or interest in home design is a plus
Customer-Centric – you have a genuine passion to help those around you
Ready to learn/grow/flex customer service muscles
Curious – you want to understand how things work with the intention of improving service
Love to communicate – professionally, conversationally, and with compassion
Genuinely listens to customers, formulating a personalized response to their needs
Enjoys problem-solving – comfortable navigating hurdles, using critical thinking & good judgment
Strong time management and organizational skills, effectively multi-tasking without negatively impacting quality