Customer Support Manager

| Culver City
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Your Role

Do you have a passion for providing excellent customer service? As our customer support manager, you'll interact directly with our user to grant them access to our platform and ensure their tryout experience is perfect. Every situation is different and you're empowered to make the best decision for each by thinking creatively and providing an OUTSTANDING experience whilst solving 100% of customer cases in < 2 hours.

Responsibilities

  • Quickly responding to customers' concerns to ensure they have an OUTSTANDING experience
  • Proactively addressing customer's problems before they arise - turning our skeptics into our most loyal users
  • Managing, creating templates and communications calendar for our outsourced customer service agents to execute on
  • Following and contributing to our risk management procedures before deciding to service a particular tryout order
  • Testing different approaches (messaging, communication mediums, etc.) to recover fees from overdue tryouts
  • Providing weekly reports to management
  • Receive criteria from marketing team to activate select users without our user base to access the platform

In addition, you will be assisting our operations manager in receiving, storing, boxing, and shipping products in our warehouse as needed.


Requirements

  • > 3 years experience in customer service (e-commerce strongly preferred)
  • Experience managing outsourced customer service agents highly valued
  • Familiar with using Stripe's backend and performing risk management procedures
  • Amazing communication skills (written and verbal)
  • Ready to work on weekends
  • High empathy, but also street smart not to be fooled!
  • No quit attitude - ability to overcome challenges and get the job done
  • Professional, reliable and structured when it comes to work but able to relax
  • Proactive and a full believer in the learning by doing methodology to confront new challenges & grow as a person
  • Appreciate an independent but highly collaborative way of working with a lot of responsibility from day one
  • Authorized to work within the US
  • Able to work in person (Culver City, Los Angeles, CA)

 

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Technology we use

  • Engineering
    • JavascriptLanguages
    • TypescriptLanguages
    • ReactLibraries

Location

Centrally located in LA in the heart of Culver City, in a SUPER nice office :)

An Insider's view of nok

How does the company support your career growth?

Every day I work with a team of diverse, talented, and motivated professionals aligned on a single goal. As a result, each day is a learning experience and a chance to continue developing my skillset. We get our hands dirty and wear different hats - and there's no better way to grow professionally.

Ro

Sr. Partnerships Manager

What are nok Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Our dental plan covers 80% of expenses.
Vision Benefits
Health Insurance Benefits
Our health insurance policy covers up to 80% of out of pocket expenses.
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Acme Co. hosts company outings Semi-annually.
Some Meals Provided
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Cross functional training encouraged
Promote from within
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