Customer Support Representative

Customer Support Representative

ALSO, an electric mobility company originally conceived as a part of Rivian, is seeking a Customer Support Representative that is looking to work in a fast-paced start-up environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase transcendental products from ALSO.

What You Will Do

• Handle customer inquiries via phone, email, live chat, and social media.
• Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments.
• Help customers track orders, manage modifications and cancellations, and process returns and refunds.
• Maintain a professional, positive, and empathetic attitude during all interactions.
• Manage and resolve customer complaints, escalating to a supervisor when appropriate.

• Possess and apply deep product knowledge of ALSO's products to provide solutions.
• Troubleshoot and diagnose technical or mechanical issues with ALSO's products.
• Educate customers on product features, benefits, and maintenance.
• Manage warranty requests and claims via third-party platforms.

• Coordinate with other departments, such as product, shipping, and sales, to resolve issues.
• Communicate customer feedback to internal teams to improve offerings and develop efficiencies.
• Proactively follow up with customers to improve their experience.
• Develop new ways to engage customers, such as creating new documentation and help center articles.

What You Will Bring

• Exceptional communication: Proven ability to communicate clearly, empathetically, and professionally. This includes excellent listening skills to accurately understand and document customer issues.
• Passion for the product: A personal passion for ALSO's mission and products.
• Technical troubleshooting: Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues.
• Problem-solving skills: Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively.
• Customer-focused mindset: A natural inclination to put the customer first, prioritizing their satisfaction and overall experience.
• Adaptability and multitasking: The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure.
• Team collaboration: Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues.
• Attention to detail: Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback.

• Experience in a fast-paced customer support environment with a D2C brand.
• Experience supporting customers with pre-sale and technical support that includes EVs, e-bikes, consumer electronics, or similar products.
• Experience working with Shopify or a similar ecommerce platform.
• The ability to handle contacts across multiple channels including email, chat, and voice.
• Clear and concise communication skills with the ability to create a strong feedback loop with internal teams.

The salary for this position ranges from $20-$27 per hour, depending on experience and qualifications. This position will be hybrid out of our Seattle-based office with full-time potential.

Perks and benefits

• Robust health coverage. Excellent health, dental, and vision insurance covered up to 100% by ALSO with FSA & HSA options.
• One Medical membership and dedicated insurance advocates.
• Rich fertility and family building benefits with Progyny.
• 401(k) match.

Why ALSO.

We're passionate about helping the world find a better way to get there—wherever it is you're headed.

We're located in the heart of Silicon Valley and have brought together a world-class team from some of the biggest brands in the technology, automotive, cycling, outdoor recreation, and retail spaces.

Together we're working hands-on to imagine, design, and build an entirely new solution to a global set of transportation challenges.