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Ecommerce for the modern lifestyle

Customer Support Associate

$30k – $35k • No equity
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Touch of Modern is searching for a customer service associate to be the first point of contact for Touch of Modern customers as well as an advocate for our customers.

You will provide first-in-class customer service to customers based on a FIFO (first in first out) basis via multiple channels: Zendesk, Hipchat/Slack, and Google productivity tools. If you enjoy interesting products and customer interactions, this is a great role for you.

What you'll be doing:
Own each customer inquiry until full resolution.

Use good judgement to route requests and follow-up with correct resources/departments to resolve customer inquiries. Communications will include internal logistics teams and Touch of Modern suppliers.

Arrange for exchanges, replacements and additional shipments as required.

Daily management of your personal queue to meet and exceed deadlines.

Properly escalate unresolved queries to customer service leads.

Continual learnings of home-brew order management tool and Google productivity tools.

Primary channels are SMS, phone and email.

What you bring:

Demonstrated record of high volume and high-quality customer service interactions. A requirement of this role is working at minimum one weekend day as well as immediate availability to extend workdays beyond 8 hours per day, dependent on inbound volume. Prior experience resolving product technical problems using detailed troubleshooting a big plus.

Touch of Modern is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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