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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 memories 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 pioneering engineers from Twitter, Aura started as a software-driven company focused on fostering connections and delivering joy. We have evolved from our software roots to provide a cohesive experience that integrates innovative mobile and server-side solutions with exquisite consumer electronics. Our goal is to free the cherished photos that often remain confined to smartphones. Technology and innovation 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 vital role in ensuring our customers feel valued and supported through various communication channels, including email, phone, and chat. 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 App, Frame, or WiFi troubleshooting
- Managing warranty claims and product returns
Additionally, you will collaborate with team members and other departments to advocate for the voice of our customers (VoC) and contribute to the ongoing enhancement of our processes and products.
IDEAL CANDIDATE
We seek individuals who recognize that our customers are unique and deserving of personalized attention. This position is ideal for someone who genuinely enjoys engaging with people and resolving their challenges. Your performance will be evaluated based on customer satisfaction metrics (CSAT). You should be adaptable and open to new challenges, as the dynamic nature of a startup environment requires agility. Given that our products interface with various tools and platforms (web, smart devices, apps, routers, hardware), a strong analytical mindset and a passion for troubleshooting diverse issues are essential.
QUALIFICATIONS AND 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 effective communication skills.
- Technical aptitude and attention to detail, capable of supporting iOS and Android devices and applications.
- A willingness to learn and adapt to new challenges.
- A commitment to working for a company that values both customers and employees.
- The opportunity to contribute to a meaningful mission and make a tangible impact.
- Enjoy the thrill of being part of a startup culture.
YOUR FIRST DAYS
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.
First 90 Days:
- Achieve proficiency in troubleshooting and familiarize yourself with our Standard Operating Procedures (SOPs).
- Independently manage 90% of customer interactions.
- Meet your Customer Satisfaction (CSAT) targets.
- Challenge yourself to push boundaries and make a greater impact.
- Utilize your skills to identify new responsibilities or projects.
Aura is committed to fostering a diverse workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, or veteran status.
