Customer Experience Agent San Francisco, CA

2 weeks ago

San Francisco, United States Lob Full time

Role **Customer Experience Agent**

San Francisco, CA Customer Experience is an essential part of our company and our teams top priority is to ensure we make our customers successful and curate A+ experiences. As a Customer Experience Agent, you will have the opportunity to interact directly with Lobs customers, from fledgling start-ups to blue chip enterprise clients. As the voice of Lob, you will be an expert of our product as well as a champion for our customers. This will require communicating with our users across multiple channels and ensuring they have the best customer experience possible.

The experience and success of our customers is integral to our culture here at Lob. T o succeed in this role, you must have a passion and sense of urgency to serve customers.

**As a Customer Experience Agent you will...**

* Provide professional and efficient support to Lobs customers via email, phone, and chat

* Be a first point of contact to resolve customer questions and complaints

* Effectively resolve and/or triage and escalate customer inquiries in a thoughtful and timely manner

* Proactively identify and diffuse issues that could affect Lob customers

* Develop documentation for Lobs Help Center to improve customer understanding of our product

* Work with Sales, Operations, Product and Engineering to use customer feedback to improve our product offering

**For this role, were looking for...**

* Passion and a genuine care about customers experiences and customer support

* Ability to actively listen, understand, and resolve customer issues in an empathetic, diplomatic manner

* Excellent written and verbal communication skills (you need to be highly proficient in English)

* Remarkable attention to detail

* Ability to manage own time and juggle multiple priorities

* Comfort in dealing with and solving ambiguous, novel, and unpredictable challenges in a timely manner

* Previous experience utilizing a ticket system (e.g. Zendesk) is a plus

* 0-2 years of experience working in a customer service role

* A Bachelors degree from a four-year university or equivalent work experience

* Ability to work with us in our office in San Francisco, CA

**About Lob**

**Our team loves working at Lob because...**

* Lob was built by technical co-founders with a to . Our business model is incredibly sustainable and Lob has thousands of customers ranging from startups to Fortune 100 companies. , we have the funding to invest in fast growth

* We are a small but dynamic and passionate team headquartered in San Francisco, with team members throughout the US. We give our employees a lot of responsibility and ownership of their work. You will have fun at work while engaging in challenging projects.

**Perks**

+ Health benefits for you and your dependent(s)

+ Medical Flexible Spending Accounts (FSA)

+ Unlimited vacation policy

+ Wellness program (includes monthly stipend or free Barrys Bootcamp classes)

+ Paid parental leave

+ 401K

+ Commuter & Parking benefits (includes monthly stipend) for those based out of our San Francisco office

+ Free lunch, snacks and dinner when working at our San Francisco office

+ Dog-friendly San Francisco office

+ Allowance for in-person team meetings (all flights and accommodations covered) for those not based out of our San Francisco office

+ Home-office setup and phone/internet stipend for those not based out of our San Francisco office Ground floor opportunity as an early member of the Lob team; youll directly shape the direction of our company

**Our Commitment to Diversity**

Lob is an equal opportunity employer and of to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history in accordance with local, state, and/or federal laws, including the .

#86 on Y Combinator's Top Private Companies List 2021

BuiltIn Best Midsize Companies to Work For 2021

2020 Inc 5000 List of the Fastest-Growing Private Companies

2019 Timmy Awards - Best Tech Workplace for Diversity, Community Favorite in the Bay Area

Deloittes 2019 Technology Fast 500

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