About the Role
Title: Customer Experience Specialist (Remote)
Location: CA
Category: Customer Service
Job Description:
Aviron, a standout Y-Combinator-backed company, transforms fitness through its innovative game-based workout equipment, pioneering the future of fitness entertainment. Y-Combinator, renowned for nurturing groundbreaking startups like Airbnb, Dropbox, and Instacart, has been instrumental in Aviron’s journey. With an infusion of $23.5M USD in funding, we’ve been experiencing exponential double digit growth annually since our inception.
Founded on the principle of making fitness engaging through advanced gamification technology, Aviron is more than just a product; it’s a vision to revolutionize how our community stays motivated. Our unique approach combines the enjoyment of gaming with the benefits of exercise, crafting an experience that’s fun, effective and even addictive.
We invite you to explore our community and witness the impact of Aviron firsthand.
Aviron is right for you if
- You’re looking for a role that prioritizes personal and professional growth
- You’re looking for a flat organization with friendly people that values merit (i.e. good work)
- You’re self-motivated and produce amazing work
- You’re not down with office politics
- You want to own your work, start to finish
- You want to be provided with ample support and resources (i.e. budget) to complete said work
- You are looking to make an impact and see your work drive growth
Position Overview
Aviron is looking to add a talented and customer focused person to our team in the role of Customer Experience Specialist (CXS). In this role, you will communicate through multiple channels including live chat, phone and by email. The CXS will serve as the point person for all customers’ inquiries.
You are perfect for this role if you enjoy working with customers and possess exceptional customer service and organization skills. You also love to dive deep into a new product to learn it inside and out and are highly adaptable, dynamic, and are eager to take on the different challenges and tasks that come with working for an energetic start-up.
Our availability to our customers is 9am-9pm, 7 days a week, you must be available to work all possible shifts. Our current shifts are 9am-5:30pm and 12pm-9pm ET (subject to change at anytime). Our schedules are set in advance and you will have 2 days off in a row each week.
Job Summary
- Maintain a solid understanding of all company products, channels and company policies/terms.
- Listen, understand and respond to incoming member inquiries and/or complaints via live chat, phone, email and social media, warmly and direct to the Tech Support Team when appropriate.
- Process orders, cancellations, returns and verify account information when necessary.
- Submit shipping claims when deliveries do not go as planned.
- Important skills to have would be time management, multitasking and reprioritization.
- Educate potential members on hardware and software features through video call product demos.
- Complete any ad hoc project as assigned and other duties as requested.
Qualifications
- 1+ Years of experience in a customer service or equivalent role.
- Exceptional verbal and written skills in English.
- Ability to type quickly and accurately in a live chat.
- Logic mind set to resolve customers’ issues.
- Experience with CRM systems.
- Experience with Netsuite an asset.
- College diploma or University degree preferred.