Job Description

Title: Customer Service Representative – Lume Deodorant, Social Channel

Location: Remote

Lume is a 5-year-old fast growing ecommerce deodorant and personal care brand that’s transforming the way that humans do hygiene. We joined forces with Harry’s, another disruptive brand with great people and infrastructure, to accelerate our growth. We are a team of self-starters that roll up our sleeves and get it done. Our style is collaborative and very fast-paced so an adaptive personality is a must.

Required Qualifications

  • 1+ year e-commerce customer service experience
  • High school diploma or equivalent (college degree or some college preferred)
  • Advanced experience with Helpdesk and POS systems (Gorgias, Shopify, Agorapulse, & ReCharge or equivalent)
  • Advanced Social Media experience (Facebook, Instagram, TikTok, YouTube, & Twitter)
  • Advanced computer skills (Google Workspace, Microsoft 365, etc.)
  • Outstanding communication, both written and verbal
  • Ability to prioritize workload and meet deadlines in a dynamic environment
  • Ability to establish and maintain effective working relationships with team members from multiple teams/departments
  • Ability to work a flexible schedule to include days,*nights & weekends + able to attend some video meetings that generally take place M-F within the company hours between 8am – 5pm central
    *Weekend & evening shift availability is required

Preferred Qualifications

  • Eagerness to learn, grow, and develop your professional skills
  • Ability to receive & implement direct, honest, and supportive feedback
  • Proactive, self-starting attitude; ability to identify problems and be driven to help find solutions
  • Ability to work both independently & as part of a cohesive team
  • Empathetic; ability to put yourself in the customer’s shoes and understand their needs

Primary Responsibilities

  • Deliver a personalized and effortless experience via multiple channels while meeting quality and productivity goals
  • Thrive in a fast-paced environment tackling a large array of issues while creating an instant rapport with our customers
  • Retain deep knowledge of Lume’s products and mission with the ability to communicate features & benefits (product education) and foster brand loyalty
  • Deliver above-and-beyond customer service by communicating professionally, efficiently, & empathetically. Ability to execute the appropriate policies & procedures that best serve both the company and the customer
  • Notice trends and customer pain points and share those with the broader CS team to make sure we deliver the best experience possible
  • Coordinate with Senior CSRs, Team Leads, & CS Management to channel customer feedback to all areas of the business such as web development, marketing, design, and product teams
  • Contribute to a dynamic & positive team culture