German Customer Support Advocate

1 week ago

New York, New York, United States Aura Frames Full time

German Customer Experience Specialist

at Aura United Kingdom (remote)

ABOUT US

Aura is dedicated to enhancing connections among 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, offers 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's services are accessible in the US, Canada, UK, France, and Germany, through our websites and major retail partners.

OUR VISION

Founded by two former Twitter engineers, Aura originated as a software enterprise focused on fostering connections and delivering joy. We have evolved from our software roots to provide a cohesive experience that integrates outstanding mobile and server-side technology with exquisite consumer electronics. Our mission is to liberate the beautiful photos that often remain confined to smartphones. Innovation and technology guide our decisions, always aimed at bringing families and friends closer together. Our talented team operates from various locations, including NYC, San Francisco, Shenzhen, and remotely across the globe.

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
  • Assisting with troubleshooting for our app, frames, or WiFi connectivity
  • Managing warranty claims and product returns

Additionally, you will collaborate with colleagues and other departments to amplify the voice of our customers (VoC) and drive continuous improvements in our processes and products.

IDEAL CANDIDATE

We seek individuals who recognize that our customers are unique, with distinct needs rather than mere numbers or support tickets. This position is suited for someone who genuinely enjoys engaging with people and resolving their issues. Your performance will be evaluated based on customer satisfaction metrics (CSAT). You should be adaptable and open to new challenges, as a startup environment is ever-evolving. Furthermore, our products integrate with various tools and platforms (web, smart devices, apps, routers, hardware), necessitating an analytical mindset and a passion for troubleshooting diverse issues.

Qualifications/Required 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.
  • Familiarity with customer service software (e.g., Zendesk, Freshdesk, Salesforce).
  • High levels of empathy and strong communication skills.
  • Technical aptitude and attention to detail, capable of supporting iOS and Android devices and applications.
  • A willingness to learn and embrace new challenges.
  • A commitment to working for a company that genuinely values its customers and employees.
  • A desire to contribute to a meaningful mission that makes a real impact.
  • The opportunity to take on new responsibilities as you and the company evolve.
  • Experience the dynamic environment of a startup.

YOUR FIRST DAYS IN THE ROLE

Your initial 30 days:

  • Complete the onboarding process to acquire foundational knowledge about our products and procedures.
  • Engage in regular team meetings to foster strong relationships.
  • Collaborate with experienced team members to handle various customer interactions.

Your first 90 days:

  • Become proficient in troubleshooting 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 workplace 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.

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