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German Customer Support Advocate
2 months ago
German Customer Experience Specialist
at Aura United Kingdom (home office)
ABOUT US
Aura is dedicated to connecting individuals globally through an exceptional and straightforward photo-sharing platform. Our user-friendly mobile application, available on both iOS and Android, along with our stunning WiFi-enabled digital photo frames, offer a seamless, private, and secure method for sharing cherished moments with loved ones. Since our inception in 2016, we have experienced remarkable growth and recognition, including being featured as one of Oprah's Favorite Things. Aura operates in the US, Canada, UK, France, and Germany, accessible through our websites and major retail partners.
OUR MISSION
Founded by two former Twitter engineers, Aura emerged as a software-driven company focused on fostering connections and spreading joy. We have evolved from our software roots to provide a cohesive experience that integrates exceptional mobile and server-side technology with elegant consumer electronics. Our goal is to free the beautiful photos that often remain confined to smartphones. Innovation and technology guide our decisions, always aimed at enhancing the bonds between families and friends. Our talented team is spread across NYC, San Francisco, Shenzhen, and remote locations worldwide.
ROLE OVERVIEW
The German Customer Experience Specialist (CES) plays a crucial role in nurturing our customer relationships through various communication channels, ensuring they feel valued and supported. Equipped with the necessary tools and knowledge, our CES will address a wide array of inquiries in a customer-centric and solution-oriented manner:
- Responding to pre-sales inquiries regarding our product offerings
- Providing assistance with order-related questions
- Clarifying product features and usability
- Offering troubleshooting support for the app, frame, or WiFi issues
- Managing warranty claims and product returns
Collaboration with team members and other departments is essential to amplify the voice of our customers (VoC) and to enhance our processes and products continuously.
IDEAL CANDIDATE
We seek individuals who recognize that our customers are unique and deserve personalized attention, not just numbers or support tickets. This position is ideal for someone who genuinely enjoys engaging with people and resolving their challenges. Performance will be evaluated based on customer satisfaction scores (CSAT). Adaptability and a willingness to embrace new challenges are essential, as our startup environment is dynamic. Additionally, familiarity with various tools and platforms (web, smart devices, apps, routers, hardware) is crucial, requiring an analytical mindset and a passion for troubleshooting diverse issues.
QUALIFICATIONS & SKILLS:
- Minimum of 1 year of experience in a customer service role within a similar environment.
- Bilingual proficiency in German and English to assist customers in both markets.
- Experience with customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
- Strong empathy and communication skills.
- Technical aptitude with attention to detail, capable of supporting iOS and Android devices and applications.
- A proactive learner who embraces change and new challenges.
- Desire to work for a company that prioritizes customer and employee well-being.
- Opportunity to contribute to meaningful projects that make a difference.
- Willingness to take on new responsibilities as the company evolves.
- Excitement about being part of a startup environment.
YOUR FIRST DAYS IN THE ROLE
Initial 30 Days:
- Complete the onboarding process to gain foundational knowledge about products and procedures.
- Engage in regular team meetings to foster strong relationships.
- Handle various customer interactions alongside an experienced CSR.
First 90 Days:
- Master troubleshooting techniques and familiarize yourself with our Standard Operating Procedures (SOPs).
- Independently manage 90% of customer interactions.
- Achieve your Customer Satisfaction (CSAT) targets.
- Challenge yourself to make a significant impact.
- Utilize your skills to identify personal responsibilities or projects.
Aura is committed to fostering a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, or veteran status.
