About ShopShops

ShopShops is an online retail platform that enables shoppers to view, interact with and purchase goods from retail stores anywhere in the world through livestream video. By virtualizing the physical shopping experience, ShopShops is breaking down geographical boundaries for savvy customers and allowing them to shop – not just buy things - from the palm of their hand. By combining connection, community, and discovery all into one platform, ShopShops is creating the most exciting way to shop in the modern era.

ShopShops already streams with over 1,500 partners, across the U.S., Middle East, Europe and Asia, including brands like Marni, Rebecca Minkoff, Cynthia Rowley, Zac Posen, Everlane, Away and rag & bone. It is backed by top VCs including Union Square Ventures, TCG, Forerunner, SV Angel, XRC Labs, 3K and Founder Collective. ShopShops U.S. operations are based out of Manhattan, NYC.

Our Values

Be Real.

Authenticity matters to our shoppers and it matters to us. Be humble, always be learning. Have backbone, disagree respectfully and commit to accountability.

Be Epic.

Embrace and drive change. Simplify the complicated and take pride in what we build. We challenge ourselves without fear of failure. We hire and develop the best.

Be Kind.

We are a people-first company. We value inclusion. Celebrate and share wins. Praise publicly and deliver feedback privately. Assume positive intent. Prioritize human connection.

The Role

The Customer Experience Associate (CX Associate) will serve as our main point of contact for handling ShopShops customer inquiries. The CX Associate will be responsible for maintaining a positive attitude and focusing on customer satisfaction, determining customer needs, answering their questions about services and recommending the right solutions applying best-in-class customer service. You will have the opportunity to work with a global team and gain hands on experience across all facets of the business. This is a full time entry level, remote-OK (U.S. based) position with a fast upward growth path if successful. The hourly rate is $21.00 per hour.

Responsibilities

• To be successful as a CX Associate, you will be efficient yet thorough in answering customer inquiries through our multiple channels including emails and chat features through our APP
• You will utilize your active listening skills and strong writing skills to promptly resolve customer complaints, issues, and to ensure maximum user satisfaction
• You will participate in product and systems knowledge sessions and weekly touch-bases with your manager to master customer service, as well as identify areas of improvement that can mutually benefit your career growth and company processes
• You will collaborate with other departments like Business Operations, Logistics, and Seller Services on daily objectives, and also projects, that will increase our overall customer satisfaction
• You will assist in various data-entry related tasks that will help to keep communication and information organized and up-to-date
• You will work with the greater Business Operations team on ad-hoc projects that will help to expand your understanding of the business

What You Have

• At least 1 year of recent customer service experience
• Availability to work daytime/sometimes evenings and potentially weekends and some bank holidays (excluding Thanksgiving, Christmas, New Year’s Day)
• Ability to quickly learn and navigate our business processes and backend systems
• Excellent written and verbal communication skills
• Ability to convey personality, empathy, and friendliness through the written word without sacrificing professionalism
• Ability to utilize active listening skills to fully comprehend customer issues and problem solve
• Adapt quickly to changing customer expectations and needs
• Enthusiastic about learning ShopShops' product/app offerings and content
• Ability to work autonomously and productively without in-person supervision
• A keen understanding of policies and procedures, along with the ability to apply these quickly, correctly, and thoroughly
• A fun, upbeat, and patient attitude
• A strong desire to be an active member of a high-functioning team
• Experience in similar roles with marketplaces, platforms, or ecommerce is a plus
• Experience with a CRM tool such as Zendesk or Kustomer is a plus
• Experience with basic coding and writing macros is a plus
• Fluency with Chinese Mandarin to communicate with developers and our technical team is a plus

ShopShops is committed to providing an open and inclusive environment for all of its employees. We prohibit any discrimination on the basis of gender, gender identity or expression, pregnancy, race, color, religion, sexual orientation, national origin, age, disability, veteran status, marital status, political affiliation, or genetic information. The Company will take affirmative steps to address any past action or practice inconsistent with these values in accordance with local, state, and federal law.

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