Avatar for Yerdle Recommerce

The world’s most innovative brands trust Yerdle to run their resale platforms.

Customer Experience Associate

$48k – $55k
Apply now
About Yerdle Recommerce
Yerdle is a mission-driven company that has been called a “sharing economy powerhouse” by Fortune magazine for its innovative approach to recommerce. We are at the forefront of creating the circular economy by partnering with the world's leading brands to make it easy for them to buy back and resell their items.

Traditional commerce models are tailored to handle large quantities of individual SKUs, but our white-label technology and logistics are specially built to receive, evaluate, photograph, post and fulfill one-of-a-kind items for the secondary market. Resale is a revenue and customer engagement opportunity growing at 5 times the rate of e-commerce and 25 times the rate of traditional retail. Not only is it good business, it’s essential for the planet.

We’ve recently launched resale marketplaces Patagonia Worn Wear, REI Used Gear, Eileen Fisher Renew, Taylor Stitch Restitch, and Arc’teryx Rock Solid with a strong pipeline of brands eager to participate in the circular economy.

About the role
You are a talented Customer Experience Associate excited to work directly with world-leading brands. You are ready to manage the complexity of delivering the best and most brand-aligned experiences for the unique recommerce businesses Yerdle manages.

You will delight our brand partners and their customers through every step of their interaction with our resale marketplaces. As a white-label service provider, Yerdle strives for a seamless customer experience between the partner’s primary service offering and the one we support. You recognize that each touchpoint with a customer is an opportunity to delight them and to learn something about the customer experience, and you are excited to leverage that unique position to improve our business. This position reports to the Customer Experience Manager and is largely remote with opportunities to work from home or Brisbane, CA.

If you’re interested in applying for this role, please apply on our careers page and include with your resume file the answer to the following: What is one improvement you would have made to your last support organization?

Your Responsibilities
Effectively resolve incoming inquiries via email and other communication channels in Zendesk
Troubleshoot and resolve customer inquiries regarding online orders, tracking shipments, product questions, and other e-commerce support questions
Diligently capture customer feedback by categorizing and tagging each request
Respond to and resolve escalated issues/complex requests from customers
Inform the Yerdle Recommerce Partnerships Team of escalated issues when necessary
Use a suite of systems and tools to view customer’s account information to provide customers with an exceptional service experience
Maintain individual and team KPIs

1–2 years experience in customer support
Experience with Zendesk or other CRM tools
Great attention to detail
Self-starter comfortable with a rapidly growing and changing team
Excellent problem-solving skills, with a solutions mindset
Strong written communicator; concise and clear
Comfortable giving and receiving 360 feedback

Best if you have/are
Passion for sustainability
Passion for customer experience
Experience in e-commerce, with consumer brands and/or retail
Fast learner and adaptable to constant change
Basic computer skills, especially Google Suite

Our warehouse/office is located in Brisbane, CA -- two miles south of San Francisco -- and most exempt employees work onsite one day per week and remotely otherwise.

Yerdle is proud to be an equal opportunity company and is an affirmative action employer. We believe that diversity and gender balance will help us reach our potential. We are committed to equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We will consider qualified applicants with arrest and conviction records for employment.