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.

Required Qualifications
 

• 1+ year of e-commerce customer service experience
• High school diploma or equivalent (college degree or some college preferred)
• Advanced experience with our tools: Gorgias, Shopify, AgoraPulse & ReCharge (Experience on tools that are similar such as Zendesk, Gladly, Kustomer, and Sprout Social may be considered) Social Media management experience (Facebook, Instagram, TikTok, YouTube, & Twitter)
• Advanced computer skills (Google Workspace, Microsoft 365, etc.)
• Outstanding written communication
• Ability to prioritize workload and meet deadlines in a dynamic environment
• Ability to establish and maintain effective working relationships with team members from multiple teams/departments
• Ability to work nights and weekends (*this role is specifically for nights/weekends.)Must also be able to attend some on-camera video meetings that generally take place M-F within regular company hours
  
   

This Should Describe You
 

• Eagerness to learn, grow, and develop your professional skills
• Ability to receive & implement direct, honest, and supportive feedback
• Proactive, self-starting attitude; ability to identify problems and be driven to help find solutions
• Ability to work both independently & as part of a cohesive team
• Empathetic; ability to put yourself in the customer’s shoes and understand their needs
  
   

Primary Responsibilities
 

• Deliver a personalized and effortless experience via multiple channels while meeting quality and productivity goals
• Thrive in a dynamic and flexible environment, tackling a large array of issues while creating instant rapport with our customers
• 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.
• Notice trends and customer pain points and share those with the broader CS team to make sure we deliver the best experience possible
• Coordinate with Customer Service Team to channel customer feedback to all areas of the business, such as web development, marketing, design and product teams
• Contribute to a dynamic and positive team culture