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Customer Support Representative
2 months ago
About Us
Nomad builds forward-thinking and best-in-class mobile accessories that are retailed globally. Nomad is much more than a brand name. It’s our philosophy as a company and a team: owning fewer things, being resourceful and adaptable, and working hard together. And it is the very core of our product vision: creating minimalist, practical tools that keep us powered on the go. We develop all of our product concepts from the ground up. Materials selection is core to fulfilling our product promise of true portability, so we select the lightest, thinnest, strongest, and most durable materials to suit our designs.
Position Overview
We are seeking a highly motivated and experienced Customer Support Representative to join our team in delivering exceptional customer service while fostering customer relationships and loyalty. As a Customer Support Representative at Nomad, you will work closely with our team members located in California, Mexico, and the Philippines to provide prompt, courteous, and effective customer support via email, live chat, and social media using our helpdesk, Gorgias.
You will be the primary point of contact for first-tier support, assisting customers by providing detailed product information and recommendations, product availability and order status, promotional and website support, and shipping and delivery support. This role is all about supporting customers with professionalism during every step of their journey at Nomad to create a positive and memorable experience for each person who takes the time to reach out to us.
This is currently a part-time role with a 6 month contract.
Key Responsibilities
- Provide prompt, courteous, and effective customer support via email, live chat, and social media to address customer inquiries, issues, and concerns with accuracy and efficiency
- Maintain a high level of professionalism and customer satisfaction in each interaction while operating within our Service Level Agreement.
- Independently address and resolve customer inquiries and collaborate effectively with other team members to resolve more complex customer issues.
- Strive to become an expert on all things Nomad, staying informed about our products, promotions, and policies to truly empower and support our customers.
- Contribute to a positive and supportive team environment and ongoing process improvements.
Requirements
- Must be available to work a minimum of 24 hours per week, though we welcome those with more availability, starting August 2024 through the end of February 2025. Training for this position takes place during normal business hours, though we welcome those with availability to work alternative hours once training is completed.
- Exceptional written and verbal communication skills
- Strong problem-solving abilities, work ethic, and motivation to hit inbox zero
- Ability to multitask and manage time effectively in a fast-paced environment while maintaining attention to detail
- Ability to learn multiple new and complex software applications quickly
- Prior experience in customer service, E-commerce, or related fields is a plus
- Familiarity with using email, live chat, and social media for customer support is preferred
- Familiarity with standard E-commerce platforms, such as Shopify, NetSuite, Zendesk, Loop Returns, and Gorgias, is a plus
- Ability to share a strong personal and/or professional reference with your application
Why Join Nomad?
Nomad is a team of roughly 50 people spread across many different countries. Because of our size and the high level of autonomy and trust here, you will be able to see the impact of your day-to-day work and projects. You will gain valuable industry knowledge and broad experience in a growing company and exciting atmosphere. Although we maintain a casual work environment, we are focused, dedicated, and hardworking. Plus, you will be able to work from both our beautiful downtown Santa Barbara office and the comfort of your own home.
