Customer Service Lead (Full-Time or Part-Time)
Posted by Redshift Sports on 06/24/2021
Job Basics
Industry Sector: Bike
Job Categories: Customer Service
Company Type: HardGoods/Equipment
State: PA
City: Philadelphia
Country: United States
Required Experience: 1 - 3 years
Job Type: Full Time
Salary: $17-25/hour (Full or Part Time Available)
Required to Relocate: No
Required to Travel: No
Employee May Telecommute: Yes
Job Seeker Must Live Within:
Job Description & Requirements
Redshift Sports is looking for an awesome customer service coordinator to join (and eventually lead) our customer service team. We are a small but growing company focused on building performance bicycle components. As a small company, we take exceptional pride in the level of service that we provide to our customers, and we're looking for someone who can help us grow our team while still maintaining those high standards. Our company is located in Philadelphia, PA, but this role can be done remotely as long as you are able to work a consistent weekly schedule.
The perfect candidate for this role is someone who really, REALLY loves helping people, has excellent written communication skills, and has a good understanding of bicycles and bike parts. If you fit that description, we'd love to hear from you!
Responsibilities:
- Monitor and respond to customers on Redshift's social media platforms.
- Respond directly to customers as appropriate, and work with other Redshift team members (engineering, fulfillment) as needed to resolve issues.
- Track the ongoing status of all customer service inquiries through completion, even if those tickets have been assigned to other team members.
- Compile statistics related to product issues, new product/feature requests, and customer pain points.
- Develop and refine canned responses and FAQs to commonly encountered customer service issues.
- Work with other team members (engineering, marketing, fulfillment) to streamline our processes and make our products easier to understand, install, and use.
- Act as our first-line of communication - sort, categorize, and assign incoming customer service inquiries. We use a tool called Freshdesk to track, label, and respond to customer service tickets.
Qualifications:
- Must have excellent written communications via email and social platforms.
- Excellent organizational skills and attention to detail.
- Working knowledge of bicycles and bicycle components is a big plus.
- Previous written customer service experience is strongly preferred, but not required.
This role is ideal for someone who:
- Really, really loves helping people find answers to their questions. We can't emphasize this enough - if you don't LOVE helping people, then this probably isn't the right job for you.
- Has impeccable written communication. 99% of our customer service interactions are handled in writing via email, Facebook messenger, Instagram, etc. We're looking for a person who can communicate clearly and enthusiastically through their writing.
- Knows their way around social media platforms like Facebook and Instagram. This person will be responsible for monitoring and responding to questions on our social platforms.
- Is self-motivated and highly organized. This person will be driving our customer service processes and will be responsible for tracking all customer service tickets through completion.
- Loves bikes and riding in all its varied forms (gravel, road, mountain, e-bike, commuter, etc.).
Details and Compensation:
- Full time or Part-time (minimum of 4 hours per day, Monday through Friday)
- $17-25/hour depending on experience
- Remote work is okay
- Must be able to work a consistent weekly schedule Monday through Friday. Minimum of 4 hours per day, with at least 2 hours per day between the hours of 12pm-4pm Eastern USA time.
- Health insurance stipend provided
- Up to 10 days of paid time off and 10 paid holidays
About Redshift Sports
At Redshift Sports ( www.redshiftsports.com ), we develop innovative bicycle components for road, gravel, commuter, and e-bikes. We are a passionate team of (amateur) cyclists and (for-real) professionals who design, engineer, test, and assemble components that cyclists love. We pride ourselves on offering unmatched innovation, engineering, and customer support. We are headquartered in Philadelphia, PA and are proud to serve cyclists around the world.
