Customer Experience Jobs

About The Company

The Ridge crafts products made to last a lifetime through with simple, functional designs ready for anything and everything. Our materials are chosen with care and a thoughtful connection to the insights of our growing community - setting our North star as we strive to improve everyday. Together we can do more with less.

Ridge started with The Ridge Wallet as a Kickstarter project in 2013 and is now in the hands and pockets of over 3 million people worldwide! We currently operate around the globe selling in the US, Canada, the UK, EU, and Australia on Shopify and through other channels such as Amazon and Wholesalers. We have also expanded and continue to expand our product catalog to include KeyCases, Bolt Action Pens, Knives, Rings, Watches and we have plenty more in the works!

We are looking for people interested in positions with tremendous growth potential, but which come with high expectations of work rate and quality of work. We are a fully remote company and utilize that to find the best talent around the world to join our team. Since we are a remote-first company, we always do our best to be as accommodating to a healthy work/life balance.

The Role

Your Responsibilities Will Include

• Managing a team of junior customer service representatives.
• Acknowledging and resolving customer complaints.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and provide professional customer support.
• Communicating with customers through various channels.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Responding promptly to customer inquiries.
• Providing feedback on the efficiency of the customer service process.
• Processing orders, forms, applications, and requests.
• Knowing our products inside and out so that you can answer questions.

Ideal Profile

Qualifications & Job Requirements

• Experience using Kustomer, Gorgias or Zendesk ticketing platforms. We utilize Kustomer, but Gorgias and Zendesk offer similar functionality.
• Ability to use our Internal Knowledge Base documents to expand on initial training and help problem solve unique Customer Questions.
• Working typically on a Pacific Timezone to work with our US based staff and fulfillment centers.
• Ability to utilize all tools to answer 90-100 tickets a day.
• Overall strong English Reading, Writing and Speaking Skills
• Experience using a Warehouse Management System and/or ERP (Shipmonk, Shipbob)
• Understanding the importance of logging Quality Control issues, everything from products to shipping to site issues and the overall customer experience.

What's on Offer?

• Flexible working options
• Role involving team management opportunities
• Opening within a company with a solid track record of success