Member Experience Specialist

Summary

The job is for a Digital Fishmonger at Wild Alaskan Company, a sustainable seafood eCommerce platform. The role involves handling inquiries from members and future members, maintaining high satisfaction rates, assisting with order issues, account management, and more, all while building relationships and embodying the company's values and mission.

Requirements

• Impeccable writing skills - from email, to live chat, to Slack, written communication is the backbone of our internal and external operations
• Excellent relationship building skills and a level of empathy that is off the charts - our team succeeds when we uphold the same standards with our members as we do with ourselves
• Passion for helping people - you won’t stop trying until our member is happy
• A successful track record working in a high volume environment - could be tossing pizzas or previous eCommerce experience. What we really mean is that you must be willing to adapt to change and embrace growth
• Ability to solve problems by thinking analytically and creatively
• A high attention to detail - being detail oriented helps in a fast-paced environment
• Team-first attitude - Our team works remotely using Slack/Zoom/Intercom, covering 7 days per week (don’t worry, you’ll only work 5), and we rely heavily on our peers to help one another

Responsibilities

• Respond to inbound inquiries from members and future members across multiple channels including live chat, email, and phone
• Maintain a high-satisfaction rate from members and keep our first response time below one minute on chat and one hour across all other channels, all while building member loyalty
• Assist members with inquiries concerning order issues, cooking and recipes, account management, and more, all while building relationships
• Communicate with empathy and always put the member first in all email, live chat, and phone interactions
• Report on member behavior and bugs, and generate content derived from anecdotes and analytics
• Represent the company’s values and mission in each interaction
• Participate in continuous improvement weekly meetings, as well as daily stand-ups to go over open conversations, learnings from yesterday, and goals for the day

Preferred Qualifications

• Previous employment at an eCommerce and/or food company
• Familiarity with the latest eCommerce trends
• Inbound sales experience
• Experience using customer support software such as Intercom, Aircall, or other SaaS tools

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• 401k
• Up to 10 company holidays
• Safe/sick time
• Vacation
• Parental leave
• A delicious box of free fish every month