About Best Apps

• Best Apps is a 2 year old tech startup based in Los Angeles, with thousands of existing customers and extraordinary growth potential. Our core app, Shirt App focuses on customization and personalization of e-commerce products, initially apparel
• Our patented technology creates a new category that will change the custom printing industry and enhance the consumer experience, with state of the art, user-level customization 
• We offer a best-in-class interactive, customizable merchandise platform with a focus on user experience and creativity.
• We are a small but scrappy team, hustling in our Beverly Hills loft-style office, to revolutionize the apparel and licensing industry. We work hard, but also enjoy the occasional gardening or xbox break.

About the Role

• We are looking for a Lead Customer Service Representative with a bright and engaging personality to represent the voice of Shirt App and help to lead a growing Customer Service team.
• You will offer instantaneous, friendly, and helpful customer engagement through email, active social media platforms, and the App Store, with the goal of hitting inbox zero each day.
• You’ll monitor email, Instagram, and Facebook requests with a high sense of urgency. We want to reply to every customer inquiry within moments of posting.
• You will keep records of any order problem resolution using Dropbox and Google Sheets.
• You will quickly develop an understanding of Shopify and monitor daily order flow in order to effectively communicate with our print team and customers.
• You will work closely with the Vice President of Operations to oversee a bright and engaged team of Customer Service Representatives.
• Role is 80% Customer Service, 20% Team Management with limitless room for growth.

Responsibilities 

• Manage customer relationships and swiftly respond to daily customer service inquiries (email, social media, etc.)
• Gather/Record images and descriptions of print issues identified by customers in spreadsheets with dropbox links.
• Communicate resolutions with our print team
• Discuss observations with the Best Apps team daily on Slack
• Provide product information and first order discount opportunities to people who comment on our social media.
• Collecting user generated content from customer interactions
• Monitor CS team metrics and report performance to broader company 
• Coach junior Customer Service Representatives
• Work with company leadership to develop and implement CS policy and systems

Qualifications and Skills: 

• Positive, Curious, Problem Solver and Good Listener
• Customer-first mindset
• Experience with Google Docs, Sheets, Slides, Dropbox, etc
• Experience with Zendesk
• Team Player
• Exceptional Written and Verbal Communicator
• Entrepreneurial spirit
• Coaching Leadership Style
• 2-5 Years eCommerce Customer Service Experience
• Clear Ability to Lead