The Ridge
Ridge – Designed For Life.
Ridge crafts products made to last a lifetime through with simple, functional designs ready for anything and everything. Our materials are chosen with care and a thoughtful connection to the insights of our growing community – setting our North star as we strive to improve everyday. Together we can do more with less.
Ridge started with The Ridge Wallet as a Kickstarter project in 2013 and is now in the hands and pockets of over 3 million people worldwide! We currently operate around the globe selling in the US, Canada, the UK, EU, and Australia on Shopify and through other channels such as Amazon and Wholesalers. We have also expanded and continue to expand our product catalog to include KeyCases, Bolt Action Pens, Knives, Rings, Watches and we have plenty more in the works!
We are looking for people interested in positions with tremendous growth potential, but which come with high expectations of work rate and quality of work. We are a fully remote company and utilize that to find the best talent around the world to join our team. Since we are a remote-first company, we always do our best to be as accommodating to a healthy work/life balance.
The Role
Apply here: https://tally.so/r/nPzGyx
The Customer Experience Agent is responsible for providing outstanding service to our customers by promptly addressing their inquiries and resolving issues in a timely and effective manner. This position demands a combination of technical skills, excellent communication, and a positive attitude toward teamwork and problem-solving. The Customer Experience Agent has a proven track record in customer service, a strong understanding of our products, and the ability to work efficiently in a remote environment.
Responsibilities
Customer Support:
Respond to and resolve 80+ customer tickets daily via email, chat, and other communication channels.
Maintain a response time of under 12 hours to meet key performance indicators (KPIs).
Provide accurate, valid, and complete information by using the right methods and tools.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Escalations and Communication:
Identify and escalate issues to management when necessary.
Ensure clear and concise communication with customers and team members.
Document all customer interactions and issues accurately in the CRM system.
Reporting:
Ability to compile and summarize data on various projects
Analyze data to identify common themes and trends.
Prepare a comprehensive report highlighting key trends.
Collaborate with relevant departments to review.
Ideal Profile
Qualifications & Experience * Proven experience in Customer Experience (CX) service, preferably in an e-commerce setting.
Previous experience in e-commerce customer support is a plus, helping to understand customer needs and product-related inquiries.
Experience with contract remote work, demonstrating the ability to work independently and manage time effectively.
Fluent in English, both written and spoken, with excellent grammar and communication skills.
Technical Skills * Proficiency in Notion for project management, task organization, collaboration, and documentation.
Proficiency in Slack for effective communication, collaboration, and team coordination, including channel management, file sharing, and real-time messaging.
Proficiency in GSuite for productivity, document management, and collaboration, including Gmail, Google Drive, Google Docs, Sheets, and Slides.
Familiarity with Loom for creating and sharing video content, including screen recordings, tutorials, and presentations, to enhance communication and training within teams.
Experience with customer support through a CRM system (e.g., Zendesk, Salesforce).
Familiarity with Shopify for order management and customer inquiries.
Soft Skills
Team Collaboration:
Demonstrate strong teamwork abilities, working effectively with colleagues to achieve common goals.
Communicate clearly and effectively, both verbally and in writing.
Attitude and Reliability:
Maintain a positive attitude and approach to problem-solving.
Exhibit high reliability and dependability, consistently meeting deadlines and expectations.
Organizational Skills:
Be highly organized, able to multitask, and demonstrate a strong commitment to customer satisfaction.
Independent Work:
Ability to work independently and as part of a team in a fast-paced environment, managing multiple tasks simultaneously.
Critical Thinking:
Be able to find and research the best solution and creatively solve issues that arise for the best customer satisfaction.
What’s on Offer?
Join a market leader within Apparel & Sporting Goods
Opportunity within a company with a solid track record of performance
Flexible working options
The Ridge