Customer Support Specialist

1 week ago

Torrance, United States Gracie University Full time

First, a little bit about our Companies:


  • Gracie University (www.gracieuniversity.com) is the world's leading center for self-defense instruction, offering demographic-specific self-defense programs based on Gracie Jiu-Jitsu principles. With over 150 certified schools, an online university, and a thriving clothing brand, GU has grown from a family-owned martial arts school to a global enterprise. The Torrance location, GU headquarters, caters to over 1,100 local students and upholds the legacy of Helio Gracie by teaching self-defense as a lifestyle.


  • Sleeper Hold (www.sleeperhold.com) made history on Kickstarter by selling over 30,000 pillows, becoming the #1 crowd-funded travel pillow of all time. Founded by a husband and wife team with extensive travel experience—Eve, a 3-Time WWE Champion, and Rener, a world-renowned Brazilian Jiu-Jitsu instructor and inventor—Sleeper Hold was born out of their desire to improve in-flight sleep quality. After years of development and testing, they perfected their design and are now ready to revolutionize the travel comfort industry. Sleeper Hold is looking for dedicated individuals to help take this innovative company to new heights.


  • Quikflip Apparel (www.quikflipapparel.com) was founded by Rener Gracie, a third-generation jiu-jitsu master from the legendary Gracie family. Rener applied his problem-solving expertise, honed through years of martial arts training, to create the Hero Hoodie—a hoodie that transforms into a functional backpack. Quikflip Apparel has since gained international acclaim, even appearing on Shark Tank, and has built a loyal customer base worldwide. We’re looking for passionate team members who are excited about delivering exceptional customer experiences and revolutionizing the apparel industry one hoodie at a time.


JOB SUMMARY

Our customers expect not just a great product, but a great customer experience when choosing which business to support. Our Customer Service team is often the first and only direct contact we have with our customers, and they bridge the gap between our online shopping experience and the delivery of our Gracie Lifestyle, Sleeper Hold, and Quikflip Apparel merchandise to our customers.

 

Customer Support Specialists are responsible for performing an array of duties such as: managing customer queries and complaints, both pre- and post-sale, across several communication channels; creating and updating orders for customers; resolving payment issues; and troubleshooting a variety of issues that may be impacting their customer experience.

 

The Customer Support Specialist's goal is to ensure that every touchpoint that a customer has with the company exceeds their expectations. The position supports all three entities housed within the Gracie University building: Gracie University of Jiu-Jitsu, Quikflip Apparel, and Sleeper Hold.

 

RESPONSIBILITIES

  • Respond to customer inquiries in a timely and accurate manner, via email, phone, social media, SMS, and chat.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Provide expert product knowledge to potential customers by collecting customer information and analyzing customer needs to help them find the perfect product.
  • Resolve 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, and following up to ensure resolution.
  • Enter data in customer relationship management and ticketing software programs to maintain accurate and timely customer records.
  • Monitor website performance, availability, accuracy, and user experience to escalate issues to management for resolution.
  • Communicate actively with the Warehouse and Fulfillment and the Sales departments.
  • Gather and aggregate customer feedback to share with Product, Sales, and Marketing teams.
  • Document all procedures and perform periodic reviews to ensure sustained efficiency and effectiveness of process over time.
  • Preserve a safe and clean work environment by keeping office space and workstations neat.
  • Cross-train with other team members and provide coverage when needed.
  • Contribute to team effort by accomplishing related results as needed.

 


WORK EXPERIENCE REQUIREMENTS AND QUALIFICATIONS

  • Previous experience working in customer service or an equivalent role for two (2) years.
  • Hands-on experience with customer service, help desk, or CRM software programs.
  • Great interpersonal communication skills.
  • Excellent verbal and written communication.
  • Patience while interacting with customers or handling tough situations.
  • Familiarity with the apparel industry or ecommerce is a plus.
  • Prior experience with Shopify, ShipStation, SKUVault, or the Zoho suite is a plus.
  • Team player.
  • Good organizational and time-management skills.
  • Problem solver.

 

EDUCATION REQUIREMENTS

  • High school diploma, GED, or equivalent
  • Bachelor or Associate degree


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