Customer Experience Associate, Faire
3 Months Contract
£33k
+ Equity
More information about location
3 days a week in office
Online wholesale marketplace
Be an early applicant
Online wholesale marketplace
1001+ employees
Be an early applicant
£33k
+ Equity
More information about location
3 days a week in office
1001+ employees
Company mission
To empower brands and retailers to strengthen the unique character of local communities.
Role
Who you are
- Experience in customer service, preferably in a phone-based support role
- Excellent verbal communication skills, with the ability to handle complex interactions professionally and empathetically
- Proficiency in using CRM and other customer support tools
- Strong problem-solving skills, with the ability to think quickly and provide effective solutions to customer issues
- A team player who is adaptable and agile, capable of working in a dynamic, remote environment
- Alignment with Faire's core values and a genuine passion for supporting and serving our community
What the job involves
- As a Customer Experience Associate at Faire, you will play a crucial role in empowering entrepreneurs to realize their dreams
- In this dynamic position, you will engage directly with our brand and retailer partners, managing a range of experiences to significantly contribute to their business success
- While this role requires individuals to have phone support experience, after completing training, you will have the opportunity to be staffed across various support modalities including phone, chat, or email, as per business requirements
- This position is pivotal in delivering outstanding customer service across these channels
- In this role, you will be employed on a temporary basis for approximately 90 days, subject to the evolving needs of Faire’s team
- Successful candidates may be eligible for longer contract terms in the future
- Ethernet connection preferred to increase network reliability
- Home Office: Must be in a quiet, enclosed room with a door - preventing any background noise from disrupting the customer experience when on phones
- Wifi Speed: Confirmed Wifi Speed of 10Mpbs
- Technical Proficiency: Must possess the technical skills and familiarity with customer support tools necessary to work efficiently in a remote environment, including adherence to Faire’s data privacy and security protocols
- Self-Management and Flexibility: Strong self-management skills are essential for maintaining productivity in a remote setting. The role also requires flexibility to occasionally adjust hours for collaboration across different time zones
- Provide high-quality, real-time support to customers via phone/email/chat, addressing their questions and concerns promptly and effectively
- Use CRM tools (e.g., Zendesk, Kustomer, Salesforce) to manage customer interactions, ensuring all communications are logged and tracked accurately
- Work collaboratively with the team to meet and exceed key performance metrics such as response times, customer satisfaction, and issue resolution
- Participate in regular training and development sessions to continuously improve your skills and stay updated on Faire's products and policies
- Contribute to a team environment that encourages continuous learning, knowledge sharing, and peer support
Application process
- Step 1 – Application Review
- A. Submit Your Application
- Please submit your application through our Careers page
- B. One-Way Video Interview (via Hireflix | ~10 minutes)
- After applying, you will receive a link to complete a short one-way video interview through Hireflix
- You’ll answer 3 questions focused on your interest in Faire and your experience as a Customer Experience Associate
- The interview should take approximately 10 minutes to complete
- We recommend completing it in a quiet space with a stable internet connection
- Once submitted, our Talent team will review your resume to assess alignment with the minimum qualifications. If there’s a match, you’ll move forward to the next step in the process
- Step 2 - Recruiter Chat (15 minutes)
- If selected to move forward, you’ll have a 15-minute conversation with a recruiter to discuss next steps and answer any questions you may have
- Step 3 – Virtual Onsite (1.25 hour)
- Step 4 – Bar Raiser Interview (20 minutes)
- Meet with a senior leader at Faire who will assess your character and long-term potential through thoughtful, non-technical questions
- Step 5 – Offer
- Time to celebrate!
Salary benchmarks
Our take
Faire is helping retailers find and buy wholesale merchandise for their stores, pairing independent brands with retailers. The company connects two million retailers globally to hundreds of thousands of brands across the globe.
In addition to a large catalog, the company attracts smaller retailers by offering net 60-day terms and free returns to boost confident buying at unpredictable times. Faire has seen impressive growth, reporting 300% year-on-year volume growth and a valuation of over $12.6B following its most recent tranche of funding from Shopify.
This investment is funding its continuing expansion into European and Australian markets, while accelerating product development, focusing on its OS for wholesale. It is also hiring talent globally as it takes aim at becoming a kind of Amazon for local and indie brands that want to sell globally.
Steph
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
May 2022
$416m
SERIES G
Nov 2021
$400m
SERIES G
Total funding: $1.5bn
Company benefits
- Comprehensive healthcare: Including Health, Dental, Vision and Disability for all our locations.
- Time off: Paid time off, holidays and company-wide "Faire Fundays".
- Parental leave: Generous parental and family leave, as well as fertility support benefits.
- Productivity support: Monthly stipends to help cover work from home connectivity needs.
- Annual learning grant: For personal and professional development, as well as unlimited access to training courses through LinkedIn Learning.
- Thoughtfully designed spaces: All of our offices have been designed with local in mind – from our architects to our coffee blends.
- Fitness and well-being benefits: Including monthly credit towards your wellness-related programmes.
- Mental health benefits: Including free access to Modern Health therapists and resources.
- Charitable matching: Faire will match up to £250 of your charity donations, every year.
- Career planning: Whether you want to grow as a leader, hone your craft or explore a new discipline, our career framework allows space for you to explore.
Company HQ
Mission District, San Francisco, CA
Leadership
Max Rhodes
(Co-Founder & CEO)Previously an Advisor at Blunt Umbrellas and a Director of Consumer Product at Square.
Marcelo Cortes
(Co-Founder 7 Chief Architect)Previously a Senior Software Engineer at Google. Prior to that, they co-founded FreePoint Inc.
Jeff Kolovson
(Co-Founder & COO)Previously an Operations Lead at Square. Prior to that, they were a Business Analyst for McKinsey and Co.
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