Customer Experience - Full Time

Location: San Francisco, CA

Department: Operations

Type: Full Time

Min. Experience: Mid Level

Customer Experience Associate

At Everlane, we’re rethinking the way retail works. We have no physical stores, no middlemen taking their cut and no brand markups. Instead, we design our own luxury basics and sell them exclusively at Everlane.com. Since launching in November 2011, Everlane has attracted over 400,000 members and has been featured in The New York Times, New York Magazine, The Economist, Elle, and GQ.

Everlane is seeking to reinvent customer service on the web from the ground up and create a best-in-class experience. We are looking for smart, passionate individuals who love to help people and are quick at problem solving.

You will engage with our customers, answering their questions, and making sure they’re thrilled with Everlane. You should be likeable, think quickly on your feet, and be extremely organized. This position is ideal for someone who enjoys people and wants to join a fast-growing design brand.

This position is based in San Francisco.

Responsibilities:

  • Deliver a great experience to Everlane customers day in and day out, fielding all incoming questions from customers and new members
  • Be the eyes and ears of customers, reporting issues back to the company so that we can continuously improve and iterate on our product
  • Process returns, manage tickets, deal with one-offs, etc
  • Keep track of key issues and develop new programs to better the experience for members
  • Work closely with the web team and our warehouse when relevant issues arise
  • Develop new programs beyond the everyday that set Everlane apart (e.g. reaching out to new members, following up with top customers, etc)
  • Act as a brand ambassador outside the Customer Experience team

Skills and qualifications:

  • Bachelor’s degree
  • Passionate about helping people, ambitious and self-motivated
  • Exceptional communicator (best in your group) and very organized
  • Quick to solve problems, and a very go-getter attitude
  • Eagerness to learn and able to juggle many tasks
  • Empathetic and extroverted, you’re liked by all and able to lead groups to accomplish great tasks

Time and benefits:

  • Full time position that runs Monday through Friday with alternating weekend shifts
  • Health benefits are included

 

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Cover Letter
1) How would you respond to the following customer support email inquiry?:

“I received my tote three months ago and my straps are already falling off. On top of it, the red bled onto my favorite white jeans. So much for quality. I could’ve bought the same thing at a thrift store for half the price.” — Alicia Rotenda, Miami, Florida*
2) How would you respond to the following customer support email inquiry?:

“Hey Everlane, Love the concept. I’m thinking of buying a white crew. I’m 5’11”, 220 lbs and a 34 waist. Any recs?” — Barry Brucker, Beverly Hills
3) How would you respond to the following customer support email inquiry?:

"Hi, In all honesty, I would not order again from Everlane because of the difficult time I had with customer service. The weekender I purchased was lost with USPS and Everlane simply responded to me saying they didn't know anything about the package. I sent two more emails that went unanswered. I like your product, but the Everlane experience has been ruined for me." —Catherine, NY*
4) In 3 words or less, how would your closest friend describe you? (In this instance "and" will not count)*
5) What are you most proud of?*
6) Other than helping people, what are you passionate about?*
7) What brands do you like? Why?*
8) (If applicable) This position is part-time; what will you do with the rest of your time?
9) How did you hear about this position?*
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