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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 enhancing connections among individuals globally through an innovative and user-friendly photo-sharing platform. Our mobile application, accessible on both iOS and Android, along with our elegant 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, available through our website and major retail partners.
OUR VISION
Founded by two pioneering engineers from Twitter, Aura began as a software enterprise with the mission of fostering connections and spreading joy. We have evolved from our software roots to deliver a cohesive experience that integrates exceptional mobile and server-side technology with aesthetically pleasing consumer electronics. Our goal is to liberate the precious photos that often remain confined to smartphones. Technology and innovation guide our decisions, always aimed at bringing families and friends closer together. Our talented team is spread across NYC, San Francisco, Shenzhen, and operates remotely 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 range of inquiries in a customer-centric and solution-oriented manner:
- Responding to pre-sales inquiries regarding our product offerings
- Providing assistance with order-related issues
- Clarifying product features and usability
- Offering troubleshooting support for our App, Frame, or WiFi
- Managing warranty claims and product returns
Additionally, you will collaborate with team members and other departments to amplify the voice of our customers (VoC) and enhance our processes and products continuously.
IDEAL CANDIDATE
We seek individuals who recognize that our customers are unique, each with distinct needs. 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). Embracing change and tackling new challenges is essential, as a startup environment is ever-evolving. Given that our products integrate with various tools and platforms (web, smart devices, apps, routers, hardware), a strong analytical mindset and a passion for troubleshooting diverse issues are crucial.
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 excellent communication skills.
- Technical aptitude with attention to detail, capable of supporting iOS and Android devices and applications.
- A proactive learner willing to adapt to change and embrace new challenges.
- Desire to work for a company that genuinely values its customers and employees.
- Aim to contribute to a purpose-driven organization that makes a meaningful impact.
- Opportunity to influence and take on new responsibilities as both you and the company evolve.
- Enjoy the dynamic atmosphere of a startup.
FIRST STEPS IN YOUR ROLE
Your initial 30 days:
- Complete the onboarding process to gain 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:
- 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.
- Push boundaries and strive to make an even greater impact.
- Utilize your skills and strengths 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.
