Customer Advocate at PopSockets LLC

| Greater Boulder Area
!Sorry, this job was removed at 12:04 p.m. (CST) on Thursday, July 4, 2019

Customer Advocate

Our Company

PopSockets LLC, based in Boulder, Colorado, designs, manufactures and sells innovative lifestyle products. Our flagship product, the PopSockets grip—a collapsible grip and stand that provides secure one-handed holding for any mobile device—was invented by philosophy professor David Barnett, with the first grip sold on PopSockets.com in 2014 and the 100 millionth sold in 2018. PopSockets products embody the company's mission to create empowering, personal, and fun products.

The Role

PopSockets is looking for someone to join the customer service team as a Customer Advocate. You will be responsible for monitoring the customer experience while handling all things customer needs. In addition, collecting and analyzing data while providing support to other agents and departments, you’ll be serving on the front lines engaging with our amazing customers.

Responsibilities

  • Working across our eCommerce channels (.com to marketplaces) to provide insights about our products for management and other different departments.
  • Manage range of engagements from customers, and working creatively to solve for their needs.
  • Familiarity with our products so that you can answer customer questions.
  • Able to handle high stress situations via phone and email.
  • Resolve product or service problems by clarifying customers complaint via email and phone.
  • Handle and manage returns in a timely fashion.
  • Work with other departments to provide the best support to customers and other agents.
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Requirements

  • 2+ years experience in a customer support role.
  • Familiarity with eCommerce systems (Shopify, OMS, Amazon, etc.).
  • Background using Zendesk or Service Cloud a plus.
  • Strong verbal and written communication skills.
  • Analytical and reporting skills.
  • Roll up the sleeves, action-oriented mindset to have an impact in a fast-paced, rapidly-changing environment.
  • Great sense of humor.
  • Willingness to work independently or as part of a team.
  • Multi-lingual a plus!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • RubyLanguages
    • SqlLanguages
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • Power BIAnalytics
    • NAVAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • InDesignDesign
    • FigmaDesign
    • PremiereDesign
    • After EffectsDesign
    • Cinema 4DDesign
    • ProToolDesign
    • BasecampManagement
    • SmartsheetManagement
    • TrelloManagement
    • HubSpotCRM
    • KlayvioEmail

Location

We're just outside Downtown Boulder (no traffic!) in a gorgeous, newly built and designed office with terrific mountain views!

An Insider's view of PopSockets LLC

How does your team reward individual success?

We have an internal bonus system that allows everyone to reward each other with points that you can then convert for real world rewards including everything from gift cards to your favorite stores, Amazon, discounted travel and more.

Katie

Sr. HR Manager

How do you collaborate with other teams in the company?

Our office is designed to foster collaboration. There are comfortable meeting areas around every corner, and an open office plan. Even a walk to grab some coffee often results in multiple, impromptu meetings. All of our conference rooms are equipped with huge screens that allow us to stay close with everyone offsite as well.

Andrea

Lead Recruiter

How does the company support your career growth?

Because we're growing so quickly, you don't have to wait for a role to open above you to advance. We welcome new ideas and perspectives, and people are able to grow, develop and advance at their own rate. Want to expand your role? Tell us how!

Julia

Recruiter

How do you empower your team to be more creative?

We work very hard on recruiting in order to bring in passionate people with good ideas, and then let them run. You won't run into the excuse of "this is the way we've always done things". We want change, and growth and innovation, and trust in our people and their skills to get us there.

Jen

Associate Design Director

What are PopSockets LLC Perks + Benefits

PopSockets LLC Benefits Overview

Employees are valued at PopSockets. We provide a number of perks and benefits to show we care and are always looking for ways to do more for our employees. We provide a dog-friendly office, stocked with snacks and high end coffee and tea options. We have a fully stocked bar with a view of the mountains. We offer competitive benefits and 4 weeks of starting vacation time, in addition to time off each year for volunteer opportunities.

Culture
Volunteer in local community
PopSockets Employees are offered two paid volunteer days. Our Manager of DoGoods works directly with local nonprofits we can support as a company. Volunteer opportunities are coordinated quarterly.
Partners with Nonprofits
PopSockets partners with more than 100 nonprofits—large and small—through Poptivism, our unique give back program. Over the past three years, we have contributed more than $3 million to charity!
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
PopSockets has a flexible spending account
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
We offer Cardio and Yoga classes three days per week!
Retirement & Stock Options Benefits
401(K) Matching
We contribute 3% of of an employee's annual gross pay to their 401K
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
We provide an option to create a dependent care account
Generous Parental Leave
We provide 12 weeks paid paternal leave for employees who have been here 6 months.
Flexible Work Schedule
PopSockets provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Company sponsored family events
PopSockets sponsors family oriented events throughout the year.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
We love our snacks at PopSockets. We also offer plenty of tea, coffee and beer on Tap. We also have our own Bevi machine!
Some Meals Provided
Bagles and Donuts every Wednesday and Breakfast burritos the last Friday of the month!
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Softball, Soccer and more!
Fitness Subsidies
We offer thrive pass, $50 per month toward the wellness activity of your choice.
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Promote from within
Customized development tracks
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