- Junior
- Bureau à Seattle
About ALSO.
We’re ALSO, an electric mobility company originally conceived as a part of Rivian. We’re a passionate team of builders, dreamers, doers and innovators, focused on creating entirely new (not to mention, innovative and delightful) vertically integrated, small EVs designed to meet the global mobility challenges of today and tomorrow. Our mission is to inspire everyone to ride ALSO—replacing many local car, truck and SUV miles with ones on vehicles that are more affordable, more enjoyable and 10-50x more efficient.
ALSO is seeking a Customer Support Representative that is looking to work in a fast-paced start up environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase transcendental products from ALSO.
What You Will Do
Direct Customer Support
Handle customer inquiries via phone, email, live chat, and social media.
Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments.
Help customers track orders, manage modifications and cancellations, and process returns and refunds.
Maintain a professional, positive, and empathetic attitude during all interactions.
Manage and resolve customer complaints, escalating to a supervisor when appropriate.
Technical and Product Support
Possess and apply deep product knowledge of ALSO’s products to provide solutions.
Troubleshoot and diagnose technical or mechanical issues with ALSO’s products.
Educate customers on product features, benefits, and maintenance.
Manage warranty requests and claims via 3rd party platforms.
Internal and Process Improvement Tasks
Coordinate with other departments, such as product, shipping, and sales, to resolve issues.
Communicate customer feedback to internal teams to improve offerings and develop efficiencies.
Proactively follow up with customers to improve their experience.
Develop new ways to engage customers, such as creating new documentation and help center articles.
What You Will Bring
Exceptional Communication: Proven ability to communicate clearly, empathetically, and professionally. This includes excellent listening skills to accurately understand and document customer issues.
Passion for the Product: A personal passion for ALSO’s mission and products.
Technical Troubleshooting: Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues.
Problem-Solving Skills: Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively.
Customer-Focused Mindset: A natural inclination to put the customer first, prioritizing their satisfaction and overall experience.
Adaptability and Multitasking: The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure.
Team Collaboration: Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues.
Attention to Detail: Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback.
Preferred
Experience in a fast paced customer support environment with a D2C brand.
Experience supporting customers with pre-sale and technical support that includes EVs, E-bikes, consumer electronics or similar products.
Experience working with Shopify or a similar ecommerce platform.
The ability to handle contacts across multiple channels including email, chat, and voice.
Clear and concise communication skills with the ability to create a strong feedback loop with internal teams.
The hourly rate for this role ranges from $20 to $27, based on experience and qualifications. This position will begin as a hybrid role based out of our Seattle office (Fremont District), with potential to transition to full-time in office.
Why ALSO.
We’re passionate about helping the world find a better way to get there—wherever it is you’re headed.
We’re located in the heart of Silicon Valley and have brought together a world-class team from some of the biggest brands in the technology, automotive, cycling, outdoor recreation and retail spaces.
Together we’re working hands-on to imagine, design and build an entirely new solution to a global set of transportation challenges.
Perks and Benefits
Robust health coverage. Excellent health, dental and vision insurance covered up to 100% by ALSO with FSA & HSA options.
One Medical membership and dedicated insurance advocates.
Rich fertility and family building benefits with Progyny.
Flexible time off.
401(k) match.
