Customer Service Representative - Mando

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.

The team behind Lume has just recently launched a new brand focused specifically on more masculine fragrances. Building on the success of Lume, Dr. Klingman developed Mando: The world’s first whole-body deodorant for men!
Required Qualifications

• Ability to establish and maintain effective working relationships with team members from multiple teams/departments
• High school diploma or equivalent (college degree or some college preferred)
• Advanced experience with Helpdesk and POS systems (Gorgias, Shopify, Agorapulse, & ReCharge or equivalent)
• Outstanding communication, both verbal and written
• 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
• Advanced computer skills (Google Workspace, Microsoft 365, etc.)
• Advanced Social Media experience (Facebook, Instagram, TikTok, YouTube, & Twitter)
• 1+ year of e-commerce customer service experience
• Ability to prioritize workload and meet deadlines in a fast-paced environment
• Weekend & evening shift availability is required

Preferred Qualifications

• Empathetic; ability to put yourself in the customer’s shoes and understand their needs
• Highly responsive, engaged, and supportive of the team through email & slack
• Superior communicator through all customer service channels
• Ability to work both independently & as part of a cohesive team
• You thrive on direct, honest, and supportive feedback
• Proactive, self-starting attitude; ability to identify problems and be driven to help find solutions
• Eager to learn, grow, and develop your professional skills

Primary Responsibilities

• Contribute to a dynamic and positive team culture
• Notice trends and customer pain points and share those with the broader CS team to make sure we deliver the best experience possible
• Thrive in a fast-paced environment tackling a large array of issues while creating instant rapport with our customers
• Deliver a personalized and effortless experience via multiple channels while meeting quality and productivity goals
• 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
• Retain deep knowledge of Mando’s products and mission with the ability to communicate features & benefits (product education) and foster brand loyalty
• Deliver above-and-beyond customer service by assisting customers in navigating our website, subscriptions, placing orders, finding the right product/scent etc…

The Role
Interested in joining the Mando support team!? We’re looking for the ultimate multi-tasker who is ready to dig in and learn. Mando is a young brand and many of our processes (including messaging) are still being developed as we continue to test into what works. We’re looking for someone whose ready to be hands-on in learning, flexible to change, and always sharpening skills on both tickets & social media.
You desire to inspire confidence in others. You will be responsible for ensuring that all of our customers have a best-in-class quality customer experience across multiple channels. You will act as a subject matter expert who can both problem-solve and connect with customers on a human level. You will be part of an empathetic, diverse, and supportive team, where your front-line work is directly connected to the growth and success of Mando.
You’re leading initiatives to problem solve & bringing solutions along with questions/problems to CS Management. You work well with others, have great communication skills, and are able to take constructive feedback and implement growth from it.
Due to the smaller nature of this channel (for now) this role requires the ability to work both independently and alongside a team. You need to remain focused in a distraction-free, quiet environment while working. Due to the remote environment, we work in, we expect team members to be available to check in periodically with teammates & managers (via Slack huddle, chat & video conferencing). You’ll attend training/skill workshops as needed or required.
Because this role communicates directly and publicly with customers on behalf of Mando, this role (All CS roles) will periodically receive constructive feedback around messaging & processes, since they are always changing and improving to support the needs of the business. The goal is to give you the confidence, tools, and support you need to succeed in this role!
The Team
The Customer Service Team serves as a direct bridge between the Mando brand and our customers. We strive to create an effortless experience for everyone who reaches out to our team, and we serve as an advocate for our customers in an effort to listen to their input and drive changes to the overall Mando experience. We bring the voice of Mando to our customers and the voice of our customers to the broader Mando team.
This role can be done remotely, however there may be location constraints based on where Harry's is registered and able to employ individuals. Please work with your recruiter and your hiring manager to understand any location constraints. We are authorized and able to employ individuals in many, but not all states. If you are not located in or able to work from a state where we are registered or able to employ individuals, you will not be eligible for employment. Please speak with your recruiter to learn more.
#BI-Remote
We can’t quantify all of the intangible things we think you’ll love about working at Harry’s, like the exciting challenges we tackle, the smart and humble team you’ll get to work with, and our supportive and inclusive culture. That said, our salary ranges are based on paying competitively for our size and industry, and are one part of our total rewards package, which also includes a comprehensive set of benefits and our equity program. The base salary hiring range for this position is $17/hour , but the final compensation offer will ultimately be based on the candidate’s location, skill level and experience.
Lume is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.