Job details
Job type temporary
Full job description
What we do
Aura connects people around the world through a brilliant and simple photo-sharing experienceAura’s easy-to-use mobile app (available on ios and android) and gorgeous wifi-connected digital photo frames provide an effortless, private, and secure way to share photos with family and friendsThe company has seen massive growth since its 2016 launch to immediate recognition, including as one of oprah’s favorite thingsAura is available in the us, canada, uk, france, and germany, both on aura’s websites and at major retailers.
Who we are
Founded by two early twitter engineers, aura began as a software company driven to connect people and deliver joyWe’ve expanded from our software foundation and now provide a tightly integrated experience that marries great mobile and server-side software with beautiful consumer electronicsWe liberate the wonderful photos that might otherwise stay trapped on smartphonesTechnology and innovation are at the core of every decision we make, but always in the service of bringing families and friends closer togetherOur amazing employees are based in nyc, san francisco, shenzhen, and remotely around the world.
Job description
The customer experience specialist (ces) is responsible for looking after our customers via email, phone, or chat, making them feel like familyBeing empowered with tools and knowledge, our ces will be able to resolve the entire range of queries in a customer- and solution-focused manner:
Pre-sales queries about our product range
Offering order support
Explaining product features and usability
Offering app, frame or wifi troubleshooting
Administering warranty support and product returns
You will also work with your team members and other departments to represent the voice of our customers (voc) and to continuously improve our processes and products.
What we are looking for
Our customers are individuals with individual needs, not numbers or ‘support tickets’This role is for somebody who truly enjoys communicating with people and solving their problemsNaturally, your performance will be measured based on your customers’ satisfaction scores (= csat)You should also embrace change and new challenges since a startup never stands stillFinally, our products are linked to a variety of tools and platforms (web, smart device, app, router, hardware) so you must have an analytic mindset and enjoy troubleshooting a variety of issues.
Location: united states, central, mountain or pacific time zone (remote)
Hours: available to work a minimum of 32 hours per week, some weekends and holidays required
Qualifications/required skills:
1+ years of customer service experience in a similar support environment.
Experience with customer service software (zendesk, freshdesk, salesforce, etc).
High levels of empathy and a keen communicator.
Technical mindset and an eye for detail, able to support ios / android phones and apps.
A learner who is willing to embrace change and to take on new challenges.
What’s in it for me?
Work for a company that genuinely cares about customers and employees.
Build something that has a purpose and makes a real difference.
Have an impact and take on new responsibilities as you and the company grow.
Enjoy the excitement of being part of a startup.
Competitive salary.
Aura is committed to creating a diverse environment and is proud to be an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, or veteran status.
