Live Chat Customer Support Representative

Company introduction:

Welcome to The Pod Company!

Our journey started in 2022 when our founder, Simon, decided to create a product that would change the game when it comes to health and wellness. After many prototypes, he created the IcePod – an affordable, portable ice bath designed to let anyone enjoy cold water therapy without breaking the bank.

Here at The Pod Company, we have one clear vision: To make wellness accessible to everyone. We are now a team of 18 passionate individuals who are committed to helping people change their life, mood, and health with our products. We work across four continents with warehouses in Europe, Australia and the UK. As a team, we value authenticity, collaboration, and growth. As part of The Pod Company, you’ll be joining a place where your voice is heard, and your contributions have a real impact.

About the Role:

The Live Chat Customer Support Representative at The Pod Company is responsible for providing our customers with top-tier technical support via email, chat, and phone. As part of our Customer Support Team, your role will be focused on giving our customers the best and most seamless support experience by promptly, professionally, and efficiently resolving their queries.

This position requires thorough knowledge of the products our company offers to enable you to provide our customers with the technical support they need. In addition, you need to have a deep understanding of operational excellence, customer-centricity, and problem-solving techniques to uphold our commitment to delivering exceptional support experiences and to make wellness accessible to all.

Responsibilities generally include communicating with our customers, providing technical support via email, chat, and phone communication, and ensuring that every single customer gets the help they need in a timely, effective, and highly communicative manner.

General responsibilities:

The responsibilities of our Live Chat Customer Support Representative include, but are not limited to the following general responsibilities:

• Promptly and professionally responding to customer queries via email, chat, and phone, and providing the needed technical support to resolve such queries
• Continuously working towards achieving and exceeding our Customer Support Team’s performance targets, ensuring that every customer receives timely and effective assistance
• Taking ownership of the quality and efficiency of the technical support you provide to customers, and working to optimize them and resolve issues when needed
• Ensuring a consistent and high-quality support experience across all interactions and platforms
• Utilizing your expertise in support tools, particularly the Gorgias software, to streamline your workflow, enhance response times, and provide our customers with the best support possible
• Participating in training sessions to enhance your knowledge of our products and services
• Staying informed about product updates, industry trends, and customer support best practices to improve and optimize the technical support you provide to our customers
• Regularly provide the Head of Customer Support with feedback on how we can improve our support experience (including ideas for product improvements, information on questions frequently asked by our customers, and providing a snapshot of our customers’ satisfaction)

Overall, the Live Chat Customer Support Representative will play a crucial role in providing The Pod Company’s customers with a high-quality, seamless, and positive support experience.

Position specifications:

The Live Chat Customer Support Representative position includes committing to the following:

• Full-time commitment while meeting our general availability for our office hours
• Consistently maintain a record of working at 8 hours per day
• Fixed-rate monthly salary paid in USD
• Receive contractor status after signing our non-disclosure agreement
• Committing to a 30-day notice period after the first month

Requirements

About You:

Profile:

As our Live Chat Customer Support Representative, you need to embrace a strong, innovative, and proactive approach to your work. You should demonstrate friendliness, reliability, transparency, and trustworthiness when working with any of our company’s customers. The combination of your exceptional analytical and problem-solving skills should allow you to easily determine a customer’s technical issues and provide effective, reliable solutions to resolve their query.

The ideal person for this role is someone who is a rational thinker, enjoys working with people, and has great verbal and non-verbal communication skills. In addition, good organizational and time management skills will help you succeed in this role. You need to be willing to go above and beyond to assist our customers and to give them the best and most seamless experience in resolving their queries.

You should also feel comfortable working in a remote environment. Availability and consistency are highly important factors for us, so our Live Chat Customer Support Representative should display these qualities when it comes to workload commitments and general availability during office hours.

Key requirements:

The Live Chat Customer Support Representative position has the following key requirements:

• Previous experience in a similar role within the e-commerce industry, or experience where you have been part of a team of customer support representatives
• At least 1 year of experience providing technical customer support via chat and email
• Previous experience with providing phone support (ideally, 2 years experience)
• Any working experience with Gorgias software will count in your favor
• Being a fast learner who is eager to learn and improve your expertise and skills
• Ability to think rationally and make decisions or problem-solve independently
• Ability to recognize when there are trends or recurring issues that customers experience
• Familiarity with working autonomously and managing your own time independently and effectively (remote work experience is a plus)
• Must have a stable internet connection and a laptop or PC, as well as be able to consistently communicate via email, chat, and phone without losing signal
• Excellent verbal and written communication skills in English. You must be fluent in English, although English doesn't have to be your native language
• Being open to receiving feedback and constructive criticism and improving on it, as well as giving feedback of a similar nature productively to your team
• Must be available and responsive during The Pod Company’s office hours
• Must be able to consistently work full-time