Customer Experience Associate

Overview

Ten Thousand is looking for a part-time remote Customer Experience Associate to join our fast-growing team! We’re looking for a highly motivated, detail-oriented problem solver who is eager to learn and great with people. They will be responsible for supporting our dedicated customers, providing product and order information with a proactive approach requiring a deep understanding of our products and customer needs. This role is for a remote position, starting with 20-30 hours per week and possibly more during high-volume periods.

Roles & Responsibilities 

• Deliver an exceptional customer experience by resolving customer questions and issues through our Gorgias platform (primarily through Email, soon to be Live Chat as well)
• Learn and maintain knowledge of Ten Thousand products and website to confidently represent the Ten Thousand brand
• Communicate effectively and consistently with the customer and the rest of the CX team to identify/clarify the customer issue and, if needed, triage tickets to appropriate agents/departments
• Meet quantitative and qualitative performance metrics (such as tickets per hour, CSAT rating, etc.)
• Advocate on behalf of the customer to ensure an excellent customer experience, suggesting changes to workflows, FAQs, or pre-typed responses
• Maintain a positive attitude while engaged with customers

Qualifications

• 2+ years working in a Customer Experience/Support role
• Experience with helpdesk software (Zendesk, Gorgias, etc.) and Shopify, or similar CRM and marketplace platforms is strongly preferred
• Experience working at a startup or in a fast-paced environment is a plus
• Highly organized with acute attention to detail
• Excellent written and interpersonal communication skills
• All-around team player, self-starter, and proactive problem solver ready to contribute to a small team and exploring how to make something better
• 20-30 hours per week availability, with potential for more

About Ten Thousand

Ten Thousand is the leading brand of premium men’s activewear. After launching with the world’s best training shorts, we have since expanded into a suite of gear designed to keep you going before, during, and after training – and we’re just getting started. We’re obsessed with making the best gear on the market and to make that happen we work with a team of amazing athletes across all modalities, from top CrossFitters competing in the CrossFit games to ultra-marathoners running in 100 miles races to elite members of the U.S. Special Operations Forces.

We’ve been featured in GQ, Esquire, Men’s Health, Gear Patrol, Runner’s World, and other leading lifestyle and fitness outlets, and we’re backed by leading consumer VCs and e-commerce titans. We're building the #1 training brand in the world, and we want you to be a part of it.