Part Time - CX Associate / Rocket Scientist

New York, United States | Customer Service | Part-time | Allows remote

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ROCKETS OF AWESOME is reinventing the way parents shop for kids by leveraging technology, data, brand, personalization, and exceptional merchandise. We’re making shopping for kids apparel convenient and fun—This is the future of vertical commerce.

We are a New York City-based, venture-backed startup with extensive executive expertise. Join our creative and strategic team working to develop a scalable e-commerce system that powers a business with massive market opportunity. This team cultivates a culture of learning and continuous improvement by investing in automated testing, learning from real-world problems, and immediately adapting.

We value fun, simplicity, and teamwork

What you’ll do…

  • Represent the Rockets of Awesome voice and brand in all customer communications; under the direction of the Customer Experience Lead 
  • Deliver an exceptional customer experience to all Rockets of Awesome customers 
  • Respond in a timely manner to all inbound customer communications
    • Emails, Phone, and more!
  • Maintain email and phone quality as determined by your direct manager
    • Tone, Accuracy, Thoroughness, and Composition
  • Help manage our box assorting process for boxes that are manually assorted based on the customer’s quiz results and open field notes
  • Learn and have detailed knowledge of the full line of apparel at Rockets of Awesome to best curate customer’s boxes
  • Fully understand and comply with all Rockets of Awesome policies
  • Expertly navigate the Rockets of Awesome site, and additional operational systems 
  • Properly log all calls, emails, and matters that require cross functional reporting 
  • Identify and own small projects relating to Customer Experience

 

Who you are...

  • An optimist! You assume the best in people, always. 
  • Always able to keep your cool. You approach problems with empathy and a genuine desire to help and feel pretty darn comfortable working in a fast-paced, ever-changing environment. 
  • An expert troubleshooter. Tricky situations such as technical issues never throw you for a loop and you’re down to work through the issue to find a solution.
  • A proactive problem solver. You can both identify a problem and propose a solution. 
  • A great communicator. Both verbal and written communication skills.
  • An organization geek. Color-coding is your middle name.

 

Other Requirements and Considerations

  • Available to work part time between 10-25 hours per week
  • Target start date of 10/1
  • Previous experience at a customer-centric start-up in a similar role preferred
  • Experience in children’s apparel preferred
  • Experience with Zendesk is a highly preferred