Joy, Inc. Hiring for Customer Experience Representative at Remote Full Time

As a growing and developing startup, Joy (withjoy.com) is really making its presence known in the international wedding market and you can be a part of this journey. We are experiencing unprecedented traffic on Joy at this time. And we are in desperate need of confident, ambitious, experienced customer experience/support reps!

Responsibilities:

– Be able to respond in a timely and professional manner to customer questions via Intercom (chat/email platform).
– Effectively troubleshoot with our customers and users to assess potential bug cases or guide them through the functions of the site and mobile app if they need additional (step-by-step) assistance.
– File tickets in JIRA.
– Elevate high priority bugs when needed.
– Communicate effectively with the team — field feedback from our users and customers about our product and share valuable feedback with Joy’s product, design and development teams to help improve the overall customer experience.
– Actively request referrals and reviews from Joy’s users and customers for the App store, Google Play store, Facebook and blogs etc, to help create a fully-functioning and effective referral program via Intercom.
– Track known issues and feature requests from our customers through the use of an extensive JIRA backlog and Intercom tagging.
– Write help content, (saved responses, help articles) as needed, to assist in the management of our help site (help.withjoy.com) and user knowledgebase.
– Serve as a “virtual wedding planner” – provide tips and support to couples navigating their wedding planning.

Requirements:

– At least 2 years of previous experience in a customer support or technical support role.
– Be able to commit to a minimum of 20-30 hours per week.
– Strong communication skills – be able to not only communicate effectively with our customers, but also with the Joy team to ensure smooth and effective communication internally as well.
– Positive attitude and coachable. You have a lot of independence in this position but you must be able to take some direction and guidance at the same time.
– Reliable and responsible.
– Comfortable with platforms like Slack to communicate with the team on a regular basis.
– Experience with Intercom, Slack and JIRA is an added bonus, but is not required.
– Computer and tech savvy – proven ability working with different softwares and technology is required.
– Must have your own computer and your own internet provider.
– Attention to detail is a must.
– Easily able to adapt to change since in a start up environment.
– Maintain professionalism, thoroughness, and positivity with our customers and users at all times of communication, even if given a stressful situation.
– Be able to work some weekend hours — this is a must! (Weekend shifts are only 1.5 hours each, so you can take even 1-2 weekend shifts at a minimum).
– Experience in e-commerce or drop ship is a HUGE plus.
– Most of all, we are looking for an enthusiastic, empathetic, humble and attentive team member to assist our customers, and to help ensure that they have the best possible experience using Joy.

Benefits of joining our team as a CX member!

– Flexible schedule – shifts are available from 7am PT – 10pm PT (M-F), and 7am PT – 8pm PT (Sat-Sunday).
– It’s rewarding! When you are able to assist frazzled brides and grooms and help make their planning (and lives) easier in any way – they really appreciate it, and you will feel that love.
– Be a part of a growing startup and be a part of the growth.
– Advancement opportunities! We are hoping to advance our reps into team leads so there is definitely room for growth and advancement in this position!
– Work with a very diverse and hard-working team of talented engineers, developers, designers, and product managers from around the world.
– Be able to work from the comfort of your home, or even from a coffee shop — wherever you have a good internet connection, and focused work environment.

——
If you are interested in applying, please reply to this ad with:

– Your resume
– A link to social media, Linkedin or your personal website etc.

Job Type: Contract

Pay: $16.00 – $20.00 per hour

Benefits:

• Flexible schedule
• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Remote

Education:

• High school or equivalent (Required)

Work Location: Remote