Customer Support Representative, Zola
The salary for this role is $20 an hour
More information about location
Online wedding registry, planner & retailer
Posted today
Online wedding registry, planner & retailer
201-500 employees
Posted today
The salary for this role is $20 an hour
More information about location
201-500 employees
Company mission
To make engaged couples happy.
Role
Who you are
- The ideal candidate must have at least 6 months of experience working in a call center, e-commerce, customer service, retail, hospitality, or a related industry
- Verbal and written fluency in English is required
- Acute attention to detail and process
- Ability to remain cool, calm, collected, and organized, even in times of high volume
- Ability to empathize is a must — wedding planning can be a stressful time, and your role is to be a problem-solver, advocate, and concierge for the newly engaged couple and their wedding guests
- Must be proficient with computers – able to navigate multiple tabs, and learn new programs quickly. Experience working with Mac software is highly desirable
- Ability to represent Zola and be the voice of the company while handling customers in a professional manner
What the job involves
- Zola is looking for upbeat, organized, and empathetic individuals to join our team as a Customer Support Representative
- As an agent, you will help newly engaged and recently married couples navigate their wedding planning journey as well as provide support for their wedding guests, family and friends
- This is a temporary 6-month contract position with the opportunity to convert into a full-time offer based on role availability and overall performance
- Customer Service:
- Manage a high volume of inbound phone calls [30-50 calls per agent per day]
- Continually meet productivity expectations (min. 7 contacts per hour & 90% CSAT)
- Ensure customers receive a quick response time by staying on top of assigned tickets
- De-escalate situations involving dissatisfied customers, offering patient assistance
- Provide education and troubleshooting of product features and site navigation
- Collaborate with other agents to identify pain points and brainstorm solutions
- Leverage technology and creative thinking to improve overall customer experience
- Be an empathetic ear as couples navigate what is one of the most joyful and exciting, yet stressful experiences of their lives!
Our take
Zola is one of the most well-known and popular online wedding registries. It makes it easier for couples to build a gift registry by partnering with hundreds of brands, while also offering a range of other wedding related services such as guest list and invite planning, wedding website creation, and even wedding dress sales.
Since launching in 2013, the company has become one of the biggest disruptors in the growing wedding registry niche, just ahead of the likes of Honeyfund and Crate & Barrel. With the US wedding industry worth roughly $70.3B, there’s plenty of profit to be made in this space, despite competition from giants like Amazon and Target.
Freddie
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2018
$100m
SERIES D
Jan 2018
$25m
SERIES C
Total funding: $169.3m
Company HQ
World Trade Center, New York, NY
Leadership
Shan-Lyn Ma
(Co-Founder & CEO)Former Senior Product Marketing Manager at Yahoo, and Chief Product Officer at ecommerce jewelry company Chloe + Isabel. Before co-founding Zola, founded and was General Manager of artisanal food marketplace Gilt Taste.
Nobu Nakaguchi
(Co-Founder & Chief Design Officer)Before co-founding Zola, worked for Gilt Groupe in a number of senior roles including Product Management and User Experience. Founded and was Design Director at nn27, a digital product design consultancy.
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