Fernish

Fernish... so much to say! We're on a mission to make it effortless to create your home. We offer premium furniture and décor for bite-size monthly payments, and then you can decide later what to keep, return, or swap out. Think of us as the Stitch Fix for creating a space and home you love. And at our core, we are a circular commerce business built around asset recycling and reuse, which it turns out isn't just great for margins but it's also great for the environment.

We were founded in 2017 and are backed by some of the best investors out there - from Khosla Ventures on the institutional side to Jeff Wilke, Amazon's former CEO of Worldwide Consumer, on the individual side. We've been featured in a slew of national publications from The New York Times to Fast Company - which we think of less through the lens of vanity and more through the lens of validating our product market fit!

You'll be joining a team with an exceptionally close knit culture and communication style - and you will be joining early enough to make a real impact on the long-term success and direction.

Our team is proud of the operating values below that we've built our culture around:

Job Description

We are hiring a smart, well-spoken self-starter for our full time Customer Supoort Specialist opportunity.

Reporting to the Customer Experience Manager, we are seeking a smart, well-spoken, self-starter with a desire to contribute to the customer service team by helping us fulfill our mission to deliver timely, accurate, and professional service to all Fernish users. This vital position requires an action-oriented, problem-solving individual who will assist in new process development, as well as support customers as they create a home they love by using our unique, flexible platform.

The ideal person for this role will demonstrate the ability to work independently with the utmost professionalism, integrity, and dependability. They will have the ability to multi-task, and have strength in time management. They'll be contributing to the overall development and be the voice of our customers internally, while also being the voice of the company in helping with account management and design assistance for our customers. Our goal is to make something that is as stressful as moving, easy as pie!

What You Get to Do:

• Be confident with a great attitude that creates "wow" experiences while communicating with customers through live chat, text, email, and phone conversations.
• Relentlessly advocate for the customer experience by providing feedback to the rest of the Fernish team.
• Identify problems by using the tools and established procedures provided.
• Manage several priorities and deliver results within a fast-paced, constantly changing environment
• Work in a fast-paced work environment while consistently meeting standards for productivity and quality
• Be an internal expert for all Fernish policies
• Provide policy feedback regarding necessary changes and updates; including policies, upgrades, and customer care issues.

What You Bring to the Table:

• Exceptional attention to detail
• Ability to prioritize and manage one's own time by balancing day to day work with impactful projects
• Excellent interpersonal skills, with the ability to communicate and present complex issues correctly and clearly to both internal and external customers
• Ability to maintain composure and calmness when speaking with exasperated Customers
• Excellent oral and written communication skills
• Proactive and demonstrate effective follow-up skills
• Ability to think creatively

What Your Background Includes:

• Experience working with CRM's (Intercom)
• 2+ years experience in Customer Experience on multiple channels: Chat, Text, and Phone Support
• Microsoft Office & Gsuite (Word, Excel, Powerpoint, Sheets, Docs, etc)
• Experience working with CRM's (Intercom)

• College Degree
• Ecommerce experience
• Weekend/Flexible Availability

Job Type: Full time

Equal Opportunity Employer:

Fernish is a signatory to the PledgeLA commitment. We value diversity, equity, and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage all to apply; you will be welcomed and included as our team member and valued for your contributions and who you are!

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

Hourly Range: $20 -$23, with generous benefits and perks, as well as stock options for every employee!