Copper Cow Coffee brings the best Vietnamese coffee experience to your office, home and adventure through the best quality ingredients and innovative design. At Copper Cow Coffee we are committed to delivering an innovative and delightful experience to our users, both on and offline. As a Customer Experience Representative, you will work to define, evolve and optimize the customer’s experience while turning customer feedback into action.


Responsibilities: 


Represent. You will be the voice of Copper Cow, the first-responder to customer concerns via email, chat, and social media. Making the user experience seamless, awesome and memorable will be your top priority. 


Advocate. Communicating product and operational improvements will be a critical part of your role to aid in improved user experience. You will collaborate cross-functionally to streamline and improve processes that impact the end consumer’s experience.


Innovate. Develop new processes to help scale and automate the customer support flow through our customer support platform, Gorgias. 


Protect. Oversee and update regularly on fraudulent activity including chargebacks, disputes, and customer inquiries.


Reporting. Responsible for daily and weekly reporting against Customer Support KPIs and goals. Use the reporting to determine any potential quick wins and improvements 


User Experience. Collect feedback from the customer and proactively identify solutions to consistently enhance their experience and CSAT by improving our self-service tools (Help Center, chatbot and auto-responses). 


Communication. Create and update customer-facing macros and FAQ Center frequently. Shape our customer support brand voice through customer support tickets and through our FAQ Center


Manage. Lead the charge for the customer support of our Subscription Program as well as our Rewards and Loyalty Program 


Product Launches. Be our eyes and ears for customer feedback on any product launches and be our voice when customers have questions on new products



Requirements


    • Strong communication skills to collaborate with various stakeholders and customers

    • Has a customer-first mindset

    • Good time-management skills

    • Has the ability to thrive in a constantly changing and fast-paced environment 

    • Willingness to go beyond your scope of work to help others

    • Always thinking of ways to improve and innovate processes

    • Quick learner, able to work independently and take charge of your work

    • Bachelor’s degree


What You’ll Get:


    • Flexible PTO

    • Health Insurance

    • Work with a team of awesome and passionate coffee lovers in downtown LA 

    • An opportunity to make a real impact on the company and to our customers

    • Catered breakfast and kitchen stocked with great snacks and drink