Customer Happiness Agent
Nathan James is looking for a Customer Happiness Agent to join our team and embrace our mission of providing best-in-class service by helping us curate support experiences that our customers find rare and refreshing.
People-first company, design-first home.
We are a design-first, home furnishing company focusing on the habits of urban dwellers and first-time home buyers. We pride ourselves on the best in class customer happiness, providing the highest possible quality products that are affordable for the majority and assembly that isn't dreadful.
Because we are a people-first company, we understood the importance of being fully distributed from the beginning. We strive to reduce friction at work while preserving the human experience. Taking this approach helps our teammates avoid compromising who they are or their values in pursuit of a career.
ABOUT THE ROLE:
As a Customer Happiness Agent, your day-to-day centers around what matters most to Nathan James as a company: people. More specifically for this role, our customers. You'll directly impact our customers and their experience with our company in a variety of ways. You'll support customers as they embark on exciting milestone journeys in their lives, such as furnishing their new apartment or their first home. You'll fuel improvements to our products by collecting and recording valuable insights from your interactions into a database that the rest of the company uses to keep a pulse on what's going well and what needs attention. And as a member of our Customer Happiness Team, you'll have the opportunity to help shape the frameworks and guidelines we use to deliver best-in-class service.
You'll communicate using phone, live chat, SMS, and email with customers who purchase Nathan James products directly from our website or through retail partners like Amazon and Wayfair. You'll help them by answering product questions, assisting them with assembling their furniture, and resolving any issues they may run into after purchasing our products. In addition to supporting our end customers directly, you'll also work with retail partners to solve customer issues and answer questions. As an advocate and the voice for our customers, you'll take raw customer feedback and distill it into meaningful, actionable insights.
During training, we expect you to be proactive in your process and learn quickly. Once fully up-to-speed, our Customer Happiness Agents write an average of 30 emails per day, answer an average of 15 phone calls per day, and handle an average of 10 live chats per day. We'll provide all the support and guidance needed to help set you up for success. We are mindful not to impose strict policies or redundant procedures that create friction for our customers. Instead, we make it as easy as possible for you to give our customers an effortless and extraordinary experience. We even surprise customers who contact us with issues with a box of premium chocolate after seeing their problem through to resolution.
We appreciate that time is our most valuable resource. That’s why with everything we work toward, we try to solve for happiness. However, happiness means a lot of different things to different people. For this reason, we don't define happiness for our team. Instead, we provide the tools and support so anyone can unlock it for themselves. Some of the ways we do that is removing processes and ideologies that get in the way of doing our best work, we design benefits that support a healthy relationship with our work, and we engage with our operating values to guide us in our work. We use these frameworks and more to build a happy and resilient organization.
We also understand working for Nathan James isn’t the only function of our lives, and we don’t expect that! We’ve found that a team member who will be happy and fulfilled as a remote team member at Nathan James is someone who values their personal life and identity outside of work. That’s why we don’t create mandatory team hangouts or events. Instead of forcing engagement, we solve for improving collaboration.
We collaborate best when we listen and learn from each other. We become stronger when we advocate new perspectives and viewpoints. We focus on what we’re solving for and what’s true, so we don’t create barriers or false expectations that distract us from our mission. We also don’t set unreasonable working hours, deadlines, or goals. We create with calm, “slow is smooth and smooth is fast”.
Check our Glassdoor reviews to hear what the team has to say about working at Nathan James.
We’re looking for a natural communicator who finds pleasure in using those skills to help others. You're fluent in English and pride yourself on your ability to communicate clearly and straightforwardly, in both verbal and written forms.
You know that part of excellent communication is adept listening. You're someone who tends to listen more than you speak, and you listen with the intent to understand, not reply. You have a knack for getting to the root of a customer's request or issue; you ask meaningful questions to understand the motivations driving a customer's actions.
You are passionate about the impact customer service has on a company and get excited about how you can contribute to larger company goals through your day-to-day interactions with customers. You love helping people and being an internal advocate for the customer. You use empathy and self-awareness to help you intuitively and proactively solve potential customer troubles. You're a critical thinker and a problem solver, going out of your way to help people. You take pride in your resourcefulness and ability to find solutions even when there is no clear path.
You're proficient in multitasking and have experience navigating multiple software applications and technologies simultaneously. You have experience walking customers through troubleshooting steps and can turn customer pain points into insightful and actionable feedback. You're someone who thrives working autonomously and doesn't need much (if any) oversight to get things done. You welcome an environment where you can do great work independently. You have integrity and a strong belief in values-based decisions, always striving to do the right thing for customers.
This role isn't a springboard into another area at Nathan James. You want to be a part of our support team for a while, and you're excited to contribute to making Nathan James the best-in-class customer happiness brand while continuing to sharpen your skills in a customer-facing position.
For this role, we’re looking for:
- A minimum of one year working in a customer service role in e-commerce or for a company with a physical product
- A minimum of one year of experience communicating with customers through phone and live chat channels
This role requires that you are able to work an 8-hour Eastern Time Zone shift from Tuesday to Saturday or Sunday to Thursday (one weekend day each week). We are looking for someone who is able to work an 11am - 7pm ET shift or later.
You do not need to be within the Eastern Time Zone; however, you must have enough overlap to enable you to work the required hours without impinging on your personal/family life. You must also be flexible and open to shift adjustments as business needs change. This role requires the willingness and ability to work some holidays. Our salaries are competitive for similar roles based in the country you will be working from.
This is a remote role, since we are a remote company. With the freedom and flexibility of a remote role comes the luxury to work in whichever manner helps you perform your best! You’re free to work anywhere that you have a quiet place and a reliable connection to answer customer phone calls. However, this ideal is best coupled with an individual who has a keen ability to self-regulate and self-manage.
Our team works from home offices, co-working spaces, and coffee shops. You’ll find us in places that foster effective writing, self-discipline, and comfort with open communication.
If everything you’ve read so far is exciting you in a very natural and not forced way, then you are the type of person to be a key contributor to innovation and scaling a business like Nathan James!
BENEFITS & PERKS:
Our benefits aim to support a life well-lived, both at and away from work.
With these benefits, we want and expect you to take vacations, spend time with your family, be conscious of your wellness, invest in broadening your education, and strengthen your personal happiness.
HOW TO APPLY:
Applications have been closed.
We expect to take two weeks to review all applications. If you don’t hear from us by then, we have decided to move forward with other candidates.
If we chose to move forward to the next steps in the interview process, you’ll hear from us and advance to a work sample review. You’ll get a chance to see the types of challenges you would be solving in this role. Then on to an interview. Our interviews are all remote by video chat, with your future colleagues, on your schedule.
We aim to make an offer and have this person start by September.
We appreciate your consideration in having Nathan James be part of your career. Our open conversation starts with this post. We look forward to hearing from you.
Check us out on LinkedIn here!