Customer Support Agent (Worldwide Remote) in Northampton

Company Description

At Turtles, our mission is to make shopping magical again. We’re building the world's #1 platform for powering interactive shopping experiences, helping brands and retailers transform how they promote and sell their products. Turtles powers some of the world’s most iconic brands, fueling over $250 million in annual GMV and serving a community of over 27 million US shoppers. We are a rapidly-growing global company, and we are now looking for a Customer Happiness Advocate to join our team remotely, to help us continue our rapid growth.

As part of Turtles, you will be in a fast-paced environment that encourages open communication. You will have the opportunity to work on exciting projects and bring your own ideas to the table. We value passion and reward those who deliver results. We welcome applications from all over the world as we have both an office in Helsinki, Finland and remote teams globally.

Role Description

Are you looking to join a high growth tech company? Are you passionate about people? Then we are looking for you! We are a small team with a big business! Our customers come first, and our Customer Support team is at the forefront!

As a member of this team, you would be responsible for answering customer inquiries through email, chat, and phone. Successful applicants will begin with a two-week remote training period, following which the opportunity to work remotely is available. This is a 5 day per week position with shifts that may be from Mon-Sun and include evening work. We are looking for highly motivated people, who are capable of independent work and can meet set expectations within deadlines. We're looking to fill this role immediately, so please apply ASAP!

Responsibilities

• Adhering to a daily schedule that includes a mix of taking phone calls, simultaneous chats, and responding to emails.
• Engaging in human conversations with customers to identify and resolve issues, and provide help for them to succeed and have fun while shopping.
• Ensuring customers receive the best Customer Service possible by responding to them in real time with the highest quality answer and experience possible. We live to go above and beyond for our customers.
• Completing follow-up documentation after each customer ticket.
• Offer needs-based solutions, not pushy sales.
• This is not a regular 9-5 job - We have 24/7 Customer Support so we are seeking night owls and weekend warriors alike!
• Owning your own development through reflection, reviewing past interactions and preparing to take initiative on opportunities.

Requirements

• In possession of a work permit in your country of residence. Your application will not be considered if you do not meet this requirement.
• Modern computer skills: Must be comfortable using and multitasking through: G-Suite, presentation software, communication tools (Slack and Zoom). Ability to learn new software is an asset.
• Nice to have: experience with a CRM like Intercom/Zendesk, using text expander software, MMO gaming mouse (for productivity).
• Fluent professional English proficiency.
• Type a minimum of 50 words per minute (Test yourself online if unsure!).
• Excellent written and spoken communication skills.
• Ability to multi-task in a fast-paced environment.
• Willingness to help our customers and provide them with a personal experience.
• Creative problem solver.
• Ability to continuously develop and adapt to a growing team.
• You hold yourself to high ethical standards.

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