Customer Experience Representative

Fellow is looking for a positive thoughtful and quick-thinking Customer Experience Representative to support our company growth and the use of our coffee tools out in the wild.

This is a full-time position (40 hours/week) available remotely anywhere.

Customers have questions; you will have answers. Your job will be to respond to inquiries in a timely manner and be a voice for our fast-growing customer base as we develop new products and refine the ones we have.

is the epicenter of the Fellow brand and our customers are both domestic and international. Customers can also come from our Amazon store and wholesale distributors.

Youll help ensure a positive and frictionless relationship with our closest customers through the following areas:

• Field all inbound customer service emails and questions through Zendesk.
  
• Answer questions such as:
  
  • Where is our stainless steel from
    
  • How do I brew pour-over
    
  • When is my order arriving
    

• Serve as one of our key points of contact with our fulfillment warehouses around the world.
  
• Help ensure the timely delivery of orders.
  
• Provide support when needed to ensure our customers are taken care of.
  

• Become intimately familiar with our current and future product line.
  
• Answer specific product questions.
  
• Help customers find the best product for their home or business.
  

A typical shift could look as follows:

• Meet both team and individual SLA/KPI metrics daily by answering customer emails and chats via Zendesk.
  
• Handle a variety of inquiries including:
  
  • Product issues
    
  • General inquiries
    
  • Frequently asked questions
    
  • Order-related inquiries
    
  • Coffee-related questions
    

• Youre thoughtful efficient creative and love helping people.
  
• Youre an excellent communicator in both written and verbal communication.
  
• Youre proactive about finding and fixing issues.
  
• You have experience efficiently troubleshooting complicated products through email and chat while communicating with a wide range of customer types.
  
• Youre patient understanding and respectful of our customers time.
  
• You can quickly discern issues and get our customers back up and running efficiently.
  
• Youre comfortable working in an ever-changing environment and can pivot quickly.
  
• Lastly youre fun and friendly but know when to get down to business. We have some great coffee-related jokes for you.