Customer Service Specialist (Remote) at Clutter

| Greater LA Area
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Clutter is an on-demand, technology company based in Los Angeles that is disrupting the $50B/year self-storage and moving industries. We’ve built an end-to-end logistics and supply chain platform that enables us to offer consumers a much more convenient solution at price parity with the incumbents. We’ve raised $300M from a number of VCs, including SoftBank, Sequoia, Atomico and GV (formerly Google Ventures). We have 750+ team members and tens of thousands of customers in 7 major markets across the US with plans to be in 50+ markets, domestically and internationally, within the next 5 years!

At Clutter, we're fortunate to be providing a consumer value proposition that people love and one that makes economic sense - a true product/market fit that few startups ever find. To deliver on our promise to consumers, team members and investors, we're focused on hiring, training and retaining exceptional individuals. This means that we have a very thorough interview process and maintain high performance expectations, but we'll always be transparent with you and respectful of your time.

The opportunity:

The ultimate problem-solvers and adaptable to any situation, our Customer Service Specialists are responsible for the customer’s journey and will manage sensitive issues with poise and professionalism. We are looking for resilient Customer Care Specialists to join this collaborativefully remote team. Team members can be based anywhere in CA, NY, NJ, FL, WA, or IL. 

What you get:

  • $20.19 per hour starting pay
  • Schedules - Our start times vary from 6:00am to 10:30am
  • Stock Options - Own a piece of this Google-backed tech start-up
  • Full Health Benefits for you and your family (Medical, Dental, and Vision)
  • Equipment - A Mac laptop and headset for work usage
  • Monthly internet stipend
  • Flexibility to work remotely from any state where we currently operate (CA, NY, NJ, FL, WA, IL)

What you'll do:

  • Become the resident expert on the Clutter platform, processes, and policies
  • Use framing and positive language to address customer complaints over the phone and via email
  • Use good judgement and strong communication skills to ensure escalations are solved on the first contact
  • Quickly respond to customer inquiries to ensure 100% customer satisfaction
  • Work cross-functionally with other departments to prioritize, coordinate and apply resources as needed

What we're looking for:

  • Bachelor's degree from a university preferred
  • Availability to work on weekends required
  • 3+ years of professional experience in a similar, customer-facing role
  • Consistent track record of success
  • Passion for technology and respect for the process
  • Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations
  • Strong communicator who enjoy building rapport with customers and resolving complaints
  • Experience or understanding of how to work and collaborate with a remote, distributed team
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • Internal A/B Testing PlatformAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • PhotoshopDesign
    • AsanaManagement
    • Pivotal TrackerManagement
    • Internal CRM platformCRM
    • SendGridEmail

Location

Clutter is conveniently located in the middle of the trendy Hayden Tract in Culver City, minutes from the metro stop and downtown eateries.

An Insider's view of Clutter

What are some social events your company does?

During our hackathons, our Product and Engineering teams get together with the rest of Clutter to identify and solve existing and future challenges and deliver a working tech solution within 48 hours, including a chatbot to automate customer interactions and a robot prototype for our warehouses!

Dean

VP of Engineering

What projects are you most excited about?

I love bouncing around from building an A/B testing platform from scratch to launching new verticals to automating processes that make our teams more efficient. I'm now helping Clutter diversify its marketing funnel by expanding our SEO efforts. It's a mix of design, data, strategy, and automation, and it let's me flex different product muscles!

Liora

Senior Product Manager

How does the company support your career growth?

I joined Clutter as a Jr. Marketer, was promoted to Manager within a few months and most recently moved to the Product team! I’ve not only experienced a great deal of professional growth, but my career has been shaped entirely.

Allie

Associate Product Manager

How do you empower your team to be more creative?

We share the product specifications with all engineers in advance and let them express their feedback and technical opinions so that both Product and Engineers are aligned in understanding what we are building, why, and in which timeframe.

Chris

Director of Engineering

What's the biggest problem your team is solving?

We are obsessed with redefining the storage customer experience using technology. Our field operations are complex and communicating the right information at the right time is important so customers can plan their day accordingly. Real-time, thoughtful communication makes an already stressful process of storing and moving that much easier for them.

Brett

Associate Product Manager

What are Clutter Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Quarterly.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Quarterly.
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per month.
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
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