Ecommerce Customer Experience Specialist

About VIAVIA

We’re VIAVIA. We’re utilizing modern technologies to build the future of how fashion is designed, developed and purchased.

We’re working to meet the needs of the fashion industry and of its style-savvy customers through three distinct products: VIAVIA.live is our e-commerce platform focused on quality-made and trend-making styles from over seventy levels, including our own eponymous brand. BNTO is our fashion rental platform, providing customers with a rotation of culture-defining styles for one simple monthly subscription. And ALMA is our modern product lifecycle and supply chain management software that features integrations all the way through the retail point of sale, seamlessly powered by our proprietary AI technology. 

VIAVIA was founded in September 2021, and we are backed by industry-leading investors such as NEA, Basis Set Ventures, the AI Fund, Exor and Backend Capital.

Location

Los Angeles, CA or New York, NY

This is a hybrid role. For shifts during the standard workweek (Monday through Friday), work will be done in office.

About the Role

Customer experience is at the cornerstone of everything we do. We are looking for an engaging and empathetic professional to join our customer experience team in our first ever specialist role. Reporting to the Head of CX, this person will be vital in helping us solve a variety of customer support issues across our e-commerce brands VIAVIA and BNTO. The right candidate is a stellar communicator with a high level of emotional intelligence who can solve complex problems and think five steps ahead to prevent further issues.

This is a part time, hourly (non-exempt) position, and will work approximately 20 to 28 hours per week, including weekends and select holidays.

• Provide support to our customers through digital formats (e.g., email, direct message, live chat, etc) and phone, across our e-commerce stores VIAVIA and BNTO
• Diagnose and troubleshoot complex problems, often working with cross-functional peers (e.g., operations, engineering, etc) to resolve.
• Effectively and accurately track purchases, returns and other customer issues
• Correctly and efficiently use a variety of programs and platforms to triage support issues (e.g., Gorgias, Meta, Klaviyo, Stripe, Shopify, etc), including our own proprietary programs.
• Go above and beyond to solve customer issues, thinking several steps ahead to prevent further conflicts
• Help customers make informed decisions on their selections, including style and size
• Maintain high-level customer experience metrics

• 2+ year experience in digital customer experience for e-commerce. Bonus points for experience in fashion e-commerce.
• Ability to work with a high sense of urgency and integrity – you realize that time is of the essence to meet all deadlines.
• Strong verbal and written communication skills; can patiently and effectively communicate with a diverse and multicultural group of peers and customers across time zones and continents. You can effectively communicate tone of voice and emotion through the written word.
• Ability to professionally and effectively work in an office environment
• You believe that feedback is a gift; you can receive and grow from feedback, and you’re comfortable sharing thoughtful feedback to others as needed
• Nimble, scrappy and adaptable with a high sense of urgency. Can roll with the punches and thrive in a fast-paced, early-stage startup environment, including pitching in to support other persons and teams
• A positive, can-do attitude. You’re not deterred by minor setbacks and are able to swiftly overcome ambiguity
• Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work
• Ability to work a flexible schedule, including weekends and select holidays
• Ability to learn and correctly utilize our company’s systems and softwares
• Proficiency in Google Workspace and Microsoft Office including Excel

• Our estimated pay range for this role is $23.00 to $25.00 per hour. This role’s final level, job title and corresponding pay rate will be determined by the factors such as the selected candidate’s professional experiences, location and related skill sets.

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Background Check: VIAVIA will make a conditional job offer in line with local, state and federal laws, and a subsequent criminal, education, and employment history background check will then be issued.

Equal Employment Opportunity Employer: We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of VIAVIA not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.