Customer Experience Support Agent

Job Title: Customer Experience Support Agent (Athlete Experience Support Agent)

Company: The Feed 

Location: Broomfield, CO (In Office)

Job Type: Full-time

About The Feed:

The Feed provides athletes with the widest selection of active nutrition and healthy snacks on the market today. We use science, our experience, and advice from athletes to give our customers personalized recommendations for better nutrition. Our e-commerce platform allows customers to learn about nutrition and then build a custom box for one-time or subscription purchase.
 

Role Overview:

We’re looking for a Customer Experience Support Agent who can join our team and fill a vital role in our operations. The Customer Experience Support Agent will be responsible for handling customer inquiries, needs, and communication. Strong communication (verbal and typing) skills required. This is a chance to be part of a growing company in an amazing industry. 

Primary Job Responsibilities:

1. Ticket Management:
   • Efficiently handle customer support tickets through platforms such as Gorgias or a similar system.
   • Address customer inquiries, concerns, and feedback promptly and professionally.
2. Order Assistance:
   • Assist customers with order-related inquiries, tracking, and issue resolution.
   • Collaborate with other departments to ensure timely order fulfillment.
3. Multi-Channel Support:
   • Engage with customers through various channels, including chat, SMS, phone, and email.
   • Provide consistent and high-quality support across all communication platforms.
4. Endurance Athlete Focus:
   • Leverage personal or professional experience in endurance sports to better connect with and understand the needs of our customer base.
   • Stay informed about the latest trends and products in the endurance athlete community.
5. Project Collaboration:
   • Contribute to and collaborate on projects aimed at enhancing the overall customer experience.
   • Work closely with cross-functional teams to implement improvements and innovations.

Qualifications and Requirements:

1. Customer Experience:
   • Minimum of 2 years of proven experience in customer support or a related field.
   • Strong problem-solving skills and ability to handle challenging situations with empathy.
   • Ability to think quickly and efficiently while resolving issues. 
2. Communication Skills:
   • Excellent written and verbal communication skills.
   • Comfortable and proficient in handling customer interactions across various channels.
   • Ability to handle multiple tasks efficiently. 
3. Endurance Sports Background:
   • The preferred candidate will be an endurance athlete or have previous experience working in a company related to endurance sports.
4. Nutrition Focused:
   • Having an interest in sports nutrition, wellness products, and supplements is preferred 
5. Tech-Savvy:
   • Familiarity with customer support platforms (e.g., Gorgias, Guru, Slack) and ability to adapt to new technologies.
6. Team Player:
   • Collaborative mindset with the ability to work effectively in a team environment.
   • Willingness to help with all projects around the office. 
7. Adaptability:
   • Ability to adapt to a fast-paced and dynamic work environment.
   • Strong work ethic and integrity. 

Schedule:

This is a full-time position, working 40 hours per week. Weekend and evening availability, as well as overtime, may be required. Part-time and seasonal work may be available. This position requires in-office attendance. 

Compensation:

$18 - $22

Benefits:

• Medical, dental and vision insurance
• 401k
• Paid time off and paid holidays
• Employee discount