Job description

Kaiyo is an online marketplace committed to great design, exceptional customer care, and a more sustainable planet. We take the uptight and out-of-reach out of good design by making it easy to buy & sell quality secondhand furniture. Forget about dealing with strangers, renting cars, 5 flights of stairs, impossible doorways, and putting the pieces back together again. Our team handles all the hassle so you don't have to.
Our company has entered a hyper-growth phase, serving the New York, Philadelphia, Baltimore, Washington D.C., and Los Angeles metro areas, with plans for continued expansion. Our team is experienced — we’ve scaled companies before and have seen successful exits. Our customers are passionate; we receive stellar reviews and have a world-class NPS score. We’ve been featured in top-tier publications including The Wall Street Journal, Forbes, The Washington Post, and Vogue and are funded by Moderne Ventures, Lerer Hippeau, Correlation Ventures, and Max Ventures.
About the Role
Candidates should be highly motivated, friendly, professional, and also love working on a team. You need to be a quick learner and be comfortable wearing multiple hats in a constantly evolving startup. The Customer Experience Specialist will also be a Brand Ambassador, as you are the voice of our company.
It's a tall order and we're looking for folks up to the challenge! It's extremely important that you believe in our company's mission and are excited to help us grow while maintaining our core values. This is a fantastic opportunity for someone who wants to take their career to the next level by working in a fast-paced, high-growth startup environment.
Our team is based in New York City in the Flatiron district, but this role is open to remote applicants anywhere in the U.S. We cannot consider candidates outside of the United States at this time. For those in New York, we support a hybrid model where you can either work at our office or from home.
What You'll Do

• Managing a large number of incoming calls, emails, chats in a timely manner.
• Maintaining Kaiyo’s excellent customer satisfaction standards by providing accurate, valid and complete information by using the right systems and tools.
• Working closely with the Operations team to plan delivery routes, review product submissions, maintain product catalog, and manage customer expectations.
• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Taking the extra mile to engage customers, building sustainable relationships of trust through open and interactive communication.
• Following communication procedures, guidelines, and policies.
• Assisting with developing new processes and providing insight and feedback to help move the company forward.

Candidate Requirements

• This position is 100% U.S. based and no international candidates will be considered.
• A 5-day schedule needs to cover Saturday or Sunday (MUST HAVE).
• Minimum 2-3 years of proven high-volume call center customer support experience (MUST HAVE).
• Excellent computer and typing skills (MUST be able to type 50+ WPM).
• Excellent verbal and written communication skills (MUST HAVE).
• Must be a great team player with excellent work ethics.
• Desire to work in a fast paced, high growth environment.
• Ability to gauge, adapt and respond to different types of characters.
• Ability to multi-task with great time management and organizational skills.
• Purpose-driven, creative and independent thinking individual who craves to make the world better.
• Position is FULLY REMOTE in any state in the U.S.
• Experience with ZenDesk a plus, but not required.
• Kaiyo requires that all employees be fully vaccinated against COVID-19. As Kaiyo is an Equal Opportunity Employer, its employees may request a medical or religious exemption from this requirement. This process is individual and all requests will be reviewed and decision communicated with the requesting employee.

Benefits

• Dental (free), vision (free), basic life (free), short and long-term disability (free) insurance are provided
• 401k with 4% company match
• 25% off purchases on Kaiyo.com
• Gym reimbursement

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Job Type: Full-time

Pay: $22.00 - $26.00 per hour

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