Wanted: Lomi Customer Experience Technical Specialist

Do you love Bill Nye the Science Guy? Do you have a passion for helping people? Does the idea of finding waste-free alternatives to plastic excite you? If so, we're looking for you!

You:

• Are really interested in electric vehicles
• Appreciate a good debate even with your boss
• Figure out how to fix it instead of who is to blame
• Are not afraid of jumping into the deep end
• Are excited about building empowered teams
• Have pulled recyclables out of the trash

We:

• Believe we do not inherit the earth from our ancestors; we borrow it from our children
• Work to protect and restore the environment
• Aren't afraid to make mistakes as long as we learn
• Care more about your values and intelligence than your experience
• Are committed to creating team dynamics that create empowerment vs. entitlement

Our Core Values:

The Opportunity:

Are you fluent in satisfaction? Spent spare time pairing a Sonos to your neighbors' pool deck, or explained to your grandparents how to use Facetime? We're looking for a technical translator to join our amazing Customer Experience team. This is a unique opportunity to join a vibrant, growing team that is passionate about creating a waste-free future.

Lomi is our answer to the earth's waste problem! We are looking for someone who is proud of their ability to connect with a wide range of people and loves working with customers of all skill levels and personality types. Someone who doesn't mind getting their hands' dirty troubleshooting our customer's technical issues while helping with their questions and requests.

The ideal candidate will have strong customer service skills (brag to us about how you dealt with a disgruntled customer!), a naturally curious approach to solving problems and loves apps, systems and IT challenges. They will have a clear, personable, and empathetic communication style, and a high level of comfort translating technical or difficult concepts into user-friendly explanations for our customers over phone, Zoom, live chat, and email.

The hours of work will be Tuesday - Saturday 9am - 5pm. .

The Responsibilities:

• Providing customer-obsessed, top-notch, after-sales technical support for Lomi and the Lomi User App
• Using creative problem solving, good judgment, and improvisation to work through situations with ambiguous or limited information
• Maintaining contact with customers during the resolution process – you're on top of communications and never leave your customer hanging
• Solving problems – whether it's a customer or a fellow team member you're happiest when you're finding solutions
• Thrive working in teams with standard practices and procedures, coupled with a passion for improving the customer and colleague experience through innovation
• Contributing to our Help Center by checking for quality, usability, suggesting content we should add, and coaching our customers on how to use our self-serve resources

Qualifications:

• 2-3 years of customer support experience
• Experience in App support and customer IT support is an asset
• A skilled writer, able to write in a professional tone with little to no grammatical or spelling errors
• A strong verbal communicator, able to express yourself in a clear, concise, and empathetic manner, even in a remote environment
• Hands-on experience working with a ticketing platform such as ZenDesk, Salesforce, or Gorgias
• Enjoys a fast-paced environment and embraces new challenges as things evolve
• Team player who works well with a wide range of personalities and is ready to contribute to an awesome team environment.
• Comfortable communicating with customers through email, live chat, phone and zoom calls
• Available to work Tuesday through Saturday 9am-5pm PST (remote flexible)

Pela is committed to cultivating and preserving a company culture of diversity, equity, and inclusion. This means we seek out people with diversity of opinion and with strengths that will be complementary to our existing organization. We know that we will grow and learn better with a diverse team. When recruiting for new members of our team, we welcome the unique contributions that you can bring in terms of your education, culture, ethnicity, race, sex, gender identity and expression, age, religion, and sexual orientation.