Food52 Customer Care Specialist (Seasonal, Part-Time) in New York, New York
Food52 is a fast-growing, James Beard Award-winning online food community, crowd-sourced and curated recipe hub. We support, connect and celebrate our community of cooks and home enthusiasts, providing everything needed to eat thoughtfully and live joyfully.
We're seeking tech-savvy, performance-driven Customer Care Specialists to join our team in our New York City headquarters on a part-time basis (30 hours or less per week) during our busy holiday season (through January 2020, and possibly beyond depending on company need and performance). You will report to our Director of Customer Care, and partner with our other Customer Care Specialists to provide an experience that complements and parallels the quality goods in our shop.
The Food52 Shop brings like-minded makers and artisans together with our community of cooks and food lovers to celebrate their goods. We provide assistance to our community: troubleshooting questions and issues, including shipping questions, return requests, and general product inquiries. We’re fans of thorough care and a personal touch, so expect to make your personality and the Food52 brand shine in your interactions!
Deliver memorable and effective Customer Care for our shoppers and the merchants and artists we partner closely with
Manage day-to-day outreach and follow-up with customers, merchants and makers via email, live chat, hotline and Zendesk
Quickly troubleshoot general questions and issues, including shipping, return requests, late orders and product inquiries
Implement best practices and processes to maintain and improve customer relationships. We genuinely enjoy surprising our customers—and they like it too
Maintain a close eye on user experience and relay feedback to the Buying, Marketing and Product teams
Manage all Return-to-Sender Packages in Care room
Responsible for UPS claims, care account shipping notifications and exception notifications
Build and develop relationships with our merchant partners and customers.
Support new hire and ongoing training initiatives.
Able to work independently as this role requires night and weekend availability
1-2 years in Customer Care, Support, or similar role--a general understanding of fulfillment and e- commerce operations is very helpful!
Prior experience with Zendesk or similar Helpdesk Platform is a must
Champion critical thinking and problem solving abilities
Exceptional written and verbal communication skills
Interest in home products, kitchen tools/wares, textiles, small artisans, and design
Proven record of strong organizational and multitasking skills with an extreme attention to detail
Cheerful under pressure, curious, and thoughtful
Superior research skills, and a serious love of problem-solving
Self-motivated, nimble and has proven ability to handle challenging customer facing situations
Flexible schedule with the option of working from home
So many snacks!
An ever-flowing giveaway table, featuring kitchenware, cookbooks and Leftover Flower Fridays
Have you seen our office?