Customer Support Representative, quip
$16/HR
More information about location
Oral care products, advice, and services
Job no longer available
Oral care products, advice, and services
101-200 employees
Job no longer available
$16/HR
More information about location
101-200 employees
Company mission
To change oral care habits from a have-to chore to a want-to ritual.
Role
Who you are
- 1+ years of virtual customer care or support experience
- Familiarity with consumer privacy and payments industry compliance requirements
- Exposure to business theory, business process development, governance processes, management, and administrative operations
- Comfortable using computers; hardware troubleshooting, software troubleshooting, and problem solving
- Strong people skills — you are friendly, empathetic, and a good listener and you’re invigorated by constant personal interaction
- Flexibility for 20-40 hour work weeks, dependent upon business needs
- Must be available to work weekends as needed
- Ability to stay calm when customers are stressed or upset
- Thinking outside the box for solutions
- Ability to set and manage priorities judiciously
- Excellent written and oral communication skills
- Excellent interpersonal skills
- Ability to articulate ideas to both technical and non-technical audiences
- Exceptionally self-motivated and directed
- Keen attention to detail
- Ability to motivate in a team-oriented, collaborative environment
- Ability to adapt
- Reliable
What the job involves
- As a Customer Support Representative you will manage customer queries and needs. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. The ideal candidate will ensure our customers and community receive the highest quality support and customer experience
- Maintaining a positive, empathetic and professional attitude towards customers at all times
- Responding to customer inquiries, and resolving their issues in a timely manner (as per SLA)
- Communicating with customers through various channels (Intercom/Gmail)
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments and complaints
- Collecting and tracking customer feedback
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support
- Managing and ensuring asynchronous and synchronous cases are completed within our SLA framework
- Other ad-hoc tasks as requested and required for the business
Our take
Consumer product companies have long dominated their space with little competition or pricing pressure. However, technological innovation and an increased awareness of the importance of dental hygiene calls for innovation in the dental care industry.
quip is doing just this by producing innovative dental care products that are sold direct-to-customer as an automatic subscription service. While companies such as Shyn, Goby and Buck Brush Co. present competition in the electronic toothbrush industry, Quip’s partnership with Target demonstrates it could be ahead in the race.
The company has raised funding of over $160M to date, which has been invested into expanding its global footprint whilst scaling its personal care platform. It also acquired several smaller companies such as Toothpic and released its own electric toothbrush, described as "industry-disrupting" due to its three-month battery life. With these achievements under its belt, the future is one of great excitement for the company.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Feb 2024
$15.5m
LATE VC
Aug 2021
$100m
SERIES B
Total funding: $167.8m
Company HQ
Fulton Ferry District, NY
Leadership
Lauri Kien Kotcher
(CEO)Joined quip in 2023 as CEO. Previously the CEO of The Shade Store and Hello Products. They also served as a Senior Advisor at L Catterton, as a CMO and SVP of Global Brand Development at Godiva Chocolatier, as a Managing Director at Lehman Brothers, and as the Head of Global Marketing at Pfizer Consumer Healthcare.
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