OUTER'S MISSION 

Outer is a venture-backed startup based in Santa Monica, California on a mission to get people outside and inspire healthier, happier, and more fulfilling lives by creating innovative outdoor furniture.

THE ROLE

We are looking for a Customer Service Specialist to join the Outer team as one of our primary customer-facing roles. At Outer we not only believe in an amazing product, but also an amazing experience, and you will be a key player in the customer’s experience with Outer. Reporting to the Customer Service Manager, you will provide customers with the attention and support after purchasing that ensures delightful delivery and ownership experiences.

Given the stage of Outer and the ever-evolving business strategy and needs of the company, this role will change over time. New and exciting opportunities arise every day and we are looking for candidates who will embrace and be motivated by that flexibility.

This is a 6-month contract with the potential to turn into a full-time role.

WHAT YOU'LL BE DOING

• Provide post-purchase support to answer questions and solve problems related to orders, delivery, and product ownership issues
• Liaise with our fulfillment centers, delivery carriers and other vendors
• Reply to customer inquiries via email, phone, and occasionally live chat
• Collaborate on the development of CS processes, tools and methods improve our capacity to serve more customers and to better meet their needs
• Execute on strategic projects that improve customer experience, communication, efficiency, tracking, and quality
• Ensure customer engagement delivers a world-class experience and clear brand image

EXPECTED RESULTS

• Provide world-class customer service that supports high customer satisfaction ratings
• Prompt, accurate communication and resolution of customer inquiries
• Develop relationships that help ensure customers return to Outer for future purchases
• Continuous improvement in all aspects of CS performance

EDUCATION & EXPERIENCE

• 1-3 years in a customer-facing role
• Experience working in a team-based remote environment
• Experience working in a startup company highly preferred

SKILLS, REQUIREMENTS & ABILITIES

• Excellent written/verbal communication and interpersonal skills
• High empathy, especially for our customers
• Passion for service and helping others
• Critical thinking and problem-solving skillsHighly motivated, self-directed, and entrepreneurial
• Positive energy and ability to work in a team environment
• Ability to thrive in a fast-paced environment

ABOUT OUTER

Outer started by creating the perfect outdoor sofa: beautiful, durable, comfortable, and innovative. We also invented a new model for retail because we believe that the furniture buying experience can be much better than stale, traditional showrooms with four walls, fluorescent lighting, and pushy salespeople. Our Neighborhood Showroom platform turns our customers' backyards into our physical showrooms where our customers can see, touch, and feel our products in a real backyard alongside a real customer (think: Airbnb meets retail).

Our Co-Founder & Chief Design Officer was the former Head Furniture Designer at Pottery Barn, and our founding team brings decades of experience from Casper, IDEO, Nike, Thrive Market, Match.com, and Riot Games.

Outer is an equal opportunity employer, and we value diverse voices, backgrounds, and perspectives on our team. We don’t discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.