Customer Experience Associate - London, United Kingdom - Faire

Description

About Faire

Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined.

At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe.

Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores.

With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.

By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We're looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.


About this role

What you'll do

• Make it your mission to foster exceptional customer experiences across the marketplace
• Serve as the front line, goto resource for customer questions and platform issues
• Support our brand partners with seamless order processing and catalog management
• Support our retailer partners with order status updates, managing their account, and invoices
• Stay on top of internal policies and Faire product offerings in a rapidly changing environment
• Take ownership to resolve challenging customer issues, and escalate when necessary
• Understand business metrics to measure your personal and team contribution to Faire's mission

Qualifications & Experience

• 13 years of Customer Service, Sales, or related experience in a SaaS environment
• 13 years of experience supporting customers through Chat
• Able to work 9am 6pm, Monday to Friday and flexible to adjust working hours as business needs require
• Flexible schedule to accommodate business needs during peak season

Knowledge & Skills

• Empathetic and understanding of our customers' unique experiences. You must be passionate about delighting our customers every single day
• Incredibly organized, disciplined, and comfortable managing competing priorities with care
• Confident adapting to rapid change in a metricsbased and performancedriven environment
• Demonstrated ability to successfully multitask; this role will involve navigating and diagnosing website experiences while maintaining focus on the customer and their immediate needs
• Faire's flexible work model aims to meet the needs of our diverse employee community by making work more flexible, connected, and inclusive. Depending on the role and needs of the team, Faire employees have the flexibility to choose how they workwhether that's mainly in the office, remotely, or a mix of both._
• Roles that list only a country in the location are eligible for fully remote work in that country or in
• Applications for this position will be accepted for a minimum of 30 days from the posting date._

Why you'll love working at Faire
-
We are entrepreneurs:Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.
-
We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
-
We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
-
We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square.

We're backed by some of the top investors in retail and tech including:
Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global.

We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London, New York, LA, and Sao Paulo.

To learn more about Faire and our customers, you can read more on our blog.

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.