Job Location : all cities,CA, USA
Role **Customer Experience Agent**
San Francisco, CA **About the Role**
Customer Experience is an essential part of our company and our teams top priority is to ensure we make our customers successful and curate A+ experiences. As a Customer Experience Agent, you will have the opportunity to interact directly with Lobs customers, from fledgling start-ups to blue chip enterprise clients. As the voice of Lob, you will be an expert of our product as well as a champion for our customers. This will require communicating with our users across multiple channels and ensuring they have the best customer experience possible.
The experience and success of our customers is integral to our culture here at Lob. T o succeed in this role, you must have a passion and sense of urgency to serve customers.
**As a Customer Experience Agent you will...**
* Provide professional and efficient support to Lobs customers via email, phone, and chat
* Be a first point of contact to resolve customer questions and complaints
* Effectively resolve and/or triage and escalate customer inquiries in a thoughtful and timely manner
* Proactively identify and diffuse issues that could affect Lob customers
* Develop documentation for Lobs Help Center to improve customer understanding of our product
* Work with Sales, Operations, Product and Engineering to use customer feedback to improve our product offering
**For this role, were looking for...**
* Passion and a genuine care about customers experiences and customer support
* Ability to actively listen, understand, and resolve customer issues in an empathetic, diplomatic manner
* Excellent written and verbal communication skills (you need to be highly proficient in English)
* Remarkable attention to detail
* Ability to manage own time and juggle multiple priorities
* Comfort in dealing with and solving ambiguous, novel, and unpredictable challenges in a timely manner
* Previous experience utilizing a ticket system (e.g. Zendesk) is a plus
* 0-2 years of experience working in a customer service role
* A Bachelors degree from a four-year university or equivalent work experience
* Ability to work with us in our office in San Francisco, CA
**About Lob**
Lob was built by technical co-founders with a vision to make the world programmable. We offer two flagship APIs (print & mail and address verification) that enable companies to send postal mail as effortlessly as sending emails. Lob is venture-backed by the most reputable investors in tech, and we are rapidly growing our team to shape the future of our company and meet the demands of a quickly growing customer base and dynamic product offerings.
We give our employees a lot of responsibility and ownership of their work. You will have fun at work while engaging in challenging projects with the best and brightest.
**Perks**
* Comprehensive health benefits for you and your dependent(s)
* Healthcare Flexible Spending Accounts
* Paid parental leave
* Unlimited vacation policy
* Employee Assistance Program and free professional coaching sessions
* Wellness program (includes monthly stipend or free Barrys Bootcamp classes!)
* Virtual social events
* 401k
**COVID Safety**
We are committed to the health and safety of our employees and will not require employees (unless they are serving an essential function) to be in the office until a vaccine is widely available.
****Our Commitment to Diversity****
Lob is an equal opportunity employer and of to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Forbes 30 Under 30 - Enterprise Technology 2017
#61 on Y Combinator's Top Companies List 2018
#26 2018 Fastest-Growing Private Companies, The Business Journals
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