Bloomscape is a Direct to Consumer plant brand with a mission to become the simplest source in the world for buying and enjoying quality plants. Plants nourish our living spaces in a way that’s deeply vital and increasingly necessary in our modern lifestyles. By completely changing the way people buy and experience plants in every area of the home and garden, our big vision is to make Bloomscape the most recognized brand in plants.
JOB DESCRIPTION
We’re looking for Customer Support Representatives to join our growing team and enhance the Bloomscape experience for our customers! This is an hourly, part-time role (up to 32 hours per week) focused on providing empathetic support to our customers over email and live chat.
As a Customer Support Representative, you are an integral part of Bloomscape’s success as a company. To be successful in this role, you should be a true customer advocate-someone who naturally desires to go above and beyond to effectively solve problems and make a human connection with each customer. You are a thoughtful, clear communicator—especially in writing.
You’ll be a great fit for our team if you thrive in a fast-paced, constantly evolving environment. You are someone who takes initiative and adapts quickly. Having a flexible schedule is key, as some evening, weekend, and holiday hours are required. We’re specifically looking to cover afternoon and evening chat hours, with a typical day-to-day schedule in the 12-8pm range.
RESPONSIBILITIES
- Act as the voice of Bloomscape on the front lines with customers
- Answer email and live chat inquiries, including questions regarding shipping, our products, website troubleshooting, and basic plant care
- Efficiently and empathetically resolve problems for customers when issues arise
- Handle last-minute order changes and cancellations with a sense of urgency
- Identify any new types of issues that customers are experiencing and communicate trends that arise from customer feedback to the team
- Help create response templates based on new questions from customers
- Drive to over-achieve performance and efficiency goals like tickets answered per hour, first response rate, CES, etc
QUALIFICATIONS
- Previous experience in a customer-facing role
- Passion for plants and the Bloomscape brand
- Clear communicator, especially in writing (you excel at the balance between including enough detail and getting straight to the point)
- Grammar nerd (you can spot typos from a mile away and have an irresistible desire to fix them)
- Team-player who takes initiative to jump in and help out where needed
- Flexible and open to changes in processes or your schedule
- Empathetic people-person
- Fast learner who adapts quickly
- Committed to values of thoughtfulness, humility, reliability, curiosity, versatility, and efficiency.
- Proactive, enthusiastic hard worker with an eye for detail
- Ability to multitask, prioritize, and manage time effectively
- Self-motivated with ability to work in ambiguity and still drive forward
- Creative problem-solver with an inquisitive and innovative mind
- Ability to thrive in fast-paced ever-changing environment
- Previous startup and/or e-commerce experience, a plus
- Fluent with Google Applications (Docs/Drive/Forms etc)
- Extra points if you are familiar with Hubspot, WooCommerce, or Shipstation (let us know!)