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Customer Experience Representative

3 months ago

San Francisco, United States Gantri Full time

Company


Gantri is the world’s first digital manufacturer for designer lighting. We partner with world’s best creators to develop creative, practical lighting designs made from sustainable materials. We sell directly to consumers online and manufacture products on-demand using 3D printing, which allows us to offer unique designs at more accessible prices.


Since launching in 2017, we’ve collaborated with the world’s best designers and studios, including Ammunition (Beats by Dre), Smart Design (OXO), and Karim Rashid. We’re the most awarded lighting brand in the US, winning Time’s Best Inventions, Fast Company’s Most Innovative in Design, and many other awards.


Role


We’re seeking a Customer Experience (CX) Representative to join our customer support team. In this position will play a key role in ensuring our customers have a positive and seamless experience. The ideal candidate will demonstrate exceptional organizational skills, effective communication and interpersonal abilities, real-time problem-solving capabilities, and a dedicated focus on extracting valuable insights from customer feedback through a data-centric approach. Proficiency in tools like Zendesk, Asana, and Notion is preferred. They will be responsible for communicating with customers empathetically, resolving issues, and ensuring the highest level of customer satisfaction.

Responsibilities

  • Engage with customers through various channels such as Zendesk, email, and social media, managing and resolving inquiries promptly.
  • Ensure timely and satisfactory resolution of customer issues while maintaining accurate records of orders and transactions.
  • Proactively provide order updates to customers, fostering transparent communication.
  • Document customer-reported quality issues and provide monthly report summaries across teams: Manufacturing, Engineering, Product, Design, and Marketing.
  • Collaborate across teams to understand customer needs and identify areas for improvement.
  • Identify and address process inefficiencies to enhance scalability, thoroughly documenting all Customer Experience processes.
  • Work closely with the Product team, contributing to user research and influencing product decisions.
  • Cultivate a deep understanding of our products and stay abreast of developments in the lighting industry to better assist customers.
  • Act as a customer advocate, prioritizing our customers in all decision-making processes.

Requirements

  • Bachelor's in business, communications, or related field preferred.
  • 3+ years of experience in a customer service role preferred.
  • Understanding of support workflows and escalation processes.
  • Experience with a support ticketing system such as Zendesk.
  • Knowledge of software such as Asana, Notion, Gmail, and Microsoft Tools.
  • Exceptional interpersonal skills, capable of conveying technical information clearly and concisely, both verbally and in writing.
  • Demonstrate empathy and understanding towards customer needs.
  • Self-starter with the ability to effectively manage and prioritize multiple tasks.
  • Ability to navigate and drive results in a fast-paced, collaborative environment.

Benefits

  • Competitive salary and equity
  • Medical, dental, and vision coverage with Health FSA
  • 401k savings plan
  • 15 Paid vacation days, paid holidays, and unlimited sick leave
  • Generous Paid parental and family leave
  • Pre-tax commuter benefits
  • Access to 3D printers for personal projects
  • Monthly team lunches
  • Quarterly team bonding events
  • And much more