Huckberry is looking for a Customer Experience Associate who thrives on providing support through several different channels of communication, including email, phone, and live chat. You'll be a great fit for our team if you're empathetic, emotionally intelligent, and enthusiastic about helping customers. A love for gear and men’s apparel, or familiarity with the Huckberry catalog is a big bonus!
This is a hybrid role with onsite and work-from-home flexibility, with a requirement to work fully in-office during training, then in-office at least 3 days per week after.
Shifts will run from approximately 9:00am to 5:30pm ET, but may vary slightly depending on scheduling needs. Note that some overtime or weekend coverage may be expected around our largest holidays and sales, like Black Friday and Cyber Monday, and around Christmas.
Responsibilities
- Answering questions related to Huckberry's products, marketing, and editorial content via email, web chat, phone, or social media, while adhering to daily live channel schedule
- Owning the customer experience in each individual interaction and working to exceed customer expectations while using our CX playbook
- Proactively looking for solutions to problems and proposing improvements
- Communicating with brand partners on behalf of Huckberry customers to facilitate resolutions
- Comfortable using AI-based tools for problem-solving, drafting communications, analyzing data, etc
Requirements
- Located and authorized to work in the state of Ohio, specifically our Columbus Distribution Center / Office
- You enjoy talking with people and building relationships
- You're able to empathize with customers in a genuine way that lets them know you care about their issues
- You're able to make decisions and solve problems even when there may not be explicit guidelines on how to do so. At times, using your judgement to make exceptions to policies to delight a customer while balancing the impact to our business
- You have an ability to understand complex issues and explain them to others in beautifully simple terms
- You're able to plan, organize, and prioritize work - this role wears many hats
- You're curious and love diving deep into new products, brands, and systems to learn them inside and out. Preference given to those passionate about men’s apparel, footwear, and gear.
- You have a reliable home internet connection of at least 100mbps and have a quiet, distraction-free space to work from home on work from home days
- On office days, you have reliable transportation to work from our Columbus area office in Lockbourne near the Rickenbacker Airport
- Bonus points if you have experience working in ZenDesk, Slack, and Google suite of tools
Benefits
- Medical, Dental, Vision benefits
- 401(k) and employer match
- Annual Huckberry shopping credits
- Paid Sabbatical leave at 4 years
- Summer Fridays
- Weekly catered lunch
- Monthly happy hours
- Mental health resources
- Paid Parental Leave
- Paid Vacation & Paid Sick Leave
- Volunteer Time Off
- Generous employee discount
- Annual offsites
Huckberry is the ultimate one-stop men's shop for discovering the best gear and threads. Over a million guys trust us as their go-to resource for their closet, adventure inspiration, and a whole lot more. We were named one of IAB's most disruptive consumer brands, and we've collaborated with everyone from Matthew McConaughey and Leon Bridges to brands like Lululemon, Tacoma, and Coors. We look forward to meeting you.
Want to get to know us better? Check out our:
- Journal: http://huckberry.com/blog
- Youtube: https://www.youtube.com/@Huckberryco
- Instagram: http://instagram.com/huckberry
Huckberry encourages candidates of all different backgrounds and identities to apply. We are always eager to further diversify our company, and we are committed to providing an inclusive environment of mutual respect where all can flourish. All of our employment decisions are based solely on merit and business need.
Skills Required
- Located and authorized to work in Ohio, specifically near the Columbus distribution center and office
- Enjoys talking with people and building customer relationships
- Demonstrates genuine empathy and emotional intelligence when addressing customer issues
- Able to make decisions and solve problems independently using sound judgment
- Able to balance customer satisfaction with business impact when making policy exceptions
- Able to understand complex issues and explain them simply
- Able to plan, organize, and prioritize work
- Curious and willing to learn products, brands, and systems in depth
- Reliable home internet connection of at least 100 Mbps
- Quiet, distraction-free home workspace
- Reliable transportation to the Columbus-area office in Lockbourne
- Passion for men's apparel, footwear, and gear
- Experience with Zendesk, Slack, and Google Suite
What We Do
Huckberry is a lifestyle brand for active and adventurous guys. We're a team of 150+ based in Austin, TX with additional offices in San Francisco, CA and Columbus, OH. Over a million and a half young, active professionals trust us as their leading resource for emerging brands, gear, and lifestyle inspiration. We're independent (read our story here: Bit.ly/TheHuckberryStory), and have been called "the future of eCommerce for guys."
