Customer Experience Associate

  • Full Time
  • Anywhere
  • Posted 3 weeks ago

Job Description

 

Customer Experience Associate

at Away

New York, NY

We are seeking a Customer Experience Associate to represent the Away brand by providing best-in-class support throughout the customer purchase journey and beyond. At Away, the customer is at the heart of everything we do. Our Customer Experience team is the bridge between the Away team and the thousands of people using our products every day. We’re the voice of Away to our customers and advocates for our customers to the rest of the Away team.

As a Customer Experience Associate, you will be on the front lines with customersyou are often the first touch point that a customer has with our brand. We want to consistently deliver personalized and satisfying interactions that further customers’ trust in the Away brand. This role is fully remote.

What you’ll do:

  • Act as the voice of the Away brand on the front lines with customers
  • Deliver above-and-beyond customer service over all of our channelsincluding phone, email, live chat, and social platforms
  • Become an expert on our products, inspiring our customers to find the travel companions that work best for them
  • Strategize ways to improve our service, streamline our processes, and better serve our customers
  • Learn all of Away’s systems and processes so that you can efficiently efficiently and effectively manage customer relationships
  • Coordinate with CX Management to channel customer trends, pain points and feedback to all areas of the business such as operations, technology, marketing, and product teams

Who you are:

  • Have 1 year of experience working in a customer facing environment (previous experience using customer email platforms a plus!)
  • Available Monday through Friday, from 9 am to 6 pm Eastern (with availability to shift to evening or weekend hours during our busiest time periods)
  • Clear communicator across all channels
  • Smart and organized
  • Friendly, patient and empathetic, with the ability to put yourself in the customer’s shoes
  • Hard working with a no task is too small attitude
  • Never satisfied with the status quo, always thinking “how can we do this better?”
  • Passionate about transforming travel (but that’s a given!)
  • Resident of Texas, Illinois, Massachusetts, or New York or its metro area

You’ll love working at Away because:

  • We travel. We encourage you to take time to recharge outside of the office. You’ll have generous PTO to explore new places and access to Away products to ensure your travels are seamless.
  • We’re not just employees. We’re people. We offer insurance coverage (health, vision, and dental), tax savings plans for retirement, dependent care, commuter benefits, generous and inclusive parental leave, and a kitchen stocked with organic snacks and coffee.
  • We’ll invest in your career. Our company’s growing quickly, and we’ll give you the opportunity to do the same. You’ll have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs.
  • We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is, too. Through initiatives like our employee resource groups, our new office in downtown Manhattan, and more, we’re building the cultural foundation that gives people the emotional and physical space to bring their best selves to work.
  • We offer competitive compensation packages. We deeply value the talent our team brings to the table, and believe that fair and equitable total compensation packages are part of our commitment to everyone who works here.
  • And so much more! You can bring your dog to work. We organize ways to give back to our local communities.

About Away:

Away is a global lifestyle brand with a mission to transform travel through products and content that inspire people to get away more. The company launched in 2016 with one perfectly designed carry-on and has since expanded to offer an array of luggage and travel essentials built for the modern traveler. Headquartered in New York City, with teams in London and Toronto, Away currently ships products to over 35 countries around the world. Away has been named one of Fast Company’s World’s Most Innovative Companies and has been recognized on TIME’s list of Best Inventions. To learn more, visit awaytravel.com.

EEO Statement:

Away is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Away is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at [email protected]

401k Matching/Retirement savings, Dental Insurance, Health Insurance, Vision Insurance, Paid vacation, Parental and family leave

To apply for this job please visit boards.greenhouse.io.