Customer Experience Associate: About the position:
We’re looking for a Customer Experience Associate to be the first point of contact for our readers and potential clients. In this role, you will ensure that every customer has an end-to-end exceptional experience, from pre-sale to any cancellations and feedback, with an emphasis on retention. You will also regularly liaise with our distribution partners and stockists. The position reports directly to our Operations Director.
Position: part-time, remote, freelance basis – 10-12 hours/week to start with
Job description
The role primarily covers customer support and retention, including managing orders and subscriptions, payments, shipping (in collaboration with our international distributors), complaints, returns and reporting, as well as our stockists programme. You’ll also be managing our e-commerce platforms (WooCommerce, Gelato, Shopify) and set-up new products. You will also to be involved in creative projects such as sourcing and managing our merchandising, as well as refining and managing our affiliate, referral and artists’ royalties programmes.
Below description covers our immediate needs for our current projects and team members, but has scope for extension. Here is what you would start with (in order of priority):
- Audit customer emails: as a one-off, and working with our editors, you’ll coordinate an overhaul of all our e-commerce transactional emails (1-month project);
- Customer enquiries: answer and solve enquiries on live chat, email, Mailchimp, social channels, with a view to winning and retaining readers;
- Day-to-day order management: process customer orders; liaise with our 3PL suppliers and international distributors; process refunds;
- E-commerce management: update and create new products in our shops (WooCommerce, WooSubscriptions, Gelato, FB/IG); keep taxes, shipping up-to-date; troubleshoot website issues to safeguard or improve our customer experience end-to-end;
- Retailers: organise distribution to our retail partners and ensure website messaging is up-to-date
- Affiliates management: create affiliate links; create landing pages; manage affiliate payouts;
- Reporting: file our monthly European VAT report; weekly and monthly sales and subscriptions report
- Merchandising coordination: you’ll procure yearly subscriber gifts; new apparel/prints/merch; new brands/artists collaborations; you’ll track and manage royalties payouts;
- Occasional, ad-hoc work may include:
- Market research
- Support with client projects and events
Personal development
Given that our e-commerce and customer experience processes are still quite rudimentary, the role has a high potential for growth for the curious and entrepreneurial candidate. You will be able to propose and implement initiatives to improve the customer experience, be it through products/offers, software solutions, internal tools, etc. We are also working on a membership club for Like the Wind readers, which you’ll be key in defining and implementing.
About you
- Running is your lifestyle;
- You bring 3+ years of experience as an e-commerce customer service agent incl. online chat and email support in a direct-to-consumer business;
- You have excellent technology and e-commerce skills (product management, orders management)
- English is your mother tongue and you have impeccable spelling and grammar;
- You put customers first, obsess about customer experience and solving issues;
- You have a keen eye for detail, love of numbers and advanced user of Excel and Google sheets;
- You’re hyper-organised and have experience using CRM/ticketing systems;
- You know how to get things done on time and on budget;
- You are a super-user of the Microsoft and Google suites, incl. Google forms;
- You’re proactive and curious – you enjoy and know how to look for solutions and how to sell them in;
- You have an outstanding record of reliability;
- Nice to have:
- Experience managing an online membership or subscription platform;
- Specific experience with WooCommerce / WooSubscription;
- Experience with automation (eg Zappier)
- Experience with Brevo;
- Experience with drop shipping platforms (eg Gelato)
Benefits
Rates depending on experience: full-time equivalent of £24,000-£36,000 / $30,000-$45,000 / €28,000-€43,000 per year.
We offer great flexibility in working hours and will agree together on your preferred days/time according to your personal situation. We provide an allowance for online courses and other training initiatives. We try to meet once a year as a team (usually at UTMB Chamonix). We have great merch J
This role is initially offered on a part-time, freelance basis. You will be responsible for setting-up and declaring your income in line with your country’s rules and regulations. You will keep a timesheet and invoice us at the end of each calendar month. We will pay you within 2 working days.
How to apply
Please fill in this form by Sunday, February 16th. But don’t delay, as we will start organising interviews as soon as we receive the first responses. Please note that:
- we will attempt to respond to everyone but cannot make guarantees.
- we will not respond to follow-up questions or requests for feedback on your application. The reason we’re recruiting is that we don’t have a lot of time in the first place… J