MISSION:

2ULaundry is on a mission to give people time back to do what matters most in life. We merge next generation logistics technology, an innovative cleaning process, and an old-fashioned dedication to customer satisfaction to create millions of hours of free time for our customers and even more magical moments for their families.

Behind the scenes? We come to work happy because magical people create magical moments. We always have our customer experience in mind as we continue to grow our business, and we take our employee experience just as seriously. We make sure our team members have the runway for growth, the feedback and transparency needed to evolve in their professional development, and feel supported all the while doing incredible work.

Our keys to success: We bring joy to the traditionally painful and annoying laundry and dry cleaning experience. We work with our Operations team to support our customers, drivers, and vendors, and we share their feedback internally so that we can continue to deliver the best experience imaginable. Every. Single. Day.

THE ROLE:

As a CUSTOMER CARE AGENT based out of our Charlotte Headquarters, you're an ambassador for the 2ULaundry brand. You're comfortable thinking on your feet and feel a genuine sense of pride when helping people and solving challenging problems. You need to be customer-focused and business-minded with an ability to coordinate daily operations across our evolving service offerings and multi-city locations. You are self-motivated and continually strive to think smarter, faster, strategically, and more efficiently to help build a world-class customer experience. This requires a unique kind of versatility and talent - a multi-tasking creative thinker who has an eye for identifying the root cause of a problem, suggesting actionable solutions, and coordinating across multiple channels to get the job done.

You'll be helping develop long-term solutions to daily challenges by working with Operations, Vendors, Drivers, and other internal teams to accommodate customer, driver, and vendor requests and incorporate their feedback into ongoing product and operational improvements. Your job is critical in learning how 2ULaundry can better meet our customers' needs, communicating those learnings internally, and evolving as those needs change.

We need an exceptional daily contributor - someone who is willing to dive in and make EVERY opportunity count with our customers.

WHAT YOU'LL DO:

• Provide above and beyond support to our customers, 2ULaundry drivers, and vendor partners, representing 2ULaundry's core values in everything you do.   
• Manage inbound and outbound tickets across multiple channels, including phone, text, email, and online chat.
• Support our Finance Team by processing billing for daily orders and resolving invoice exceptions.
• Master our product, offerings, and internal systems to ensure thorough and clear communication and enforcement of business policies.
• Capture and relay relevant customer feedback and insights to internal teams, including Operations, Development, Marketing, and Product, to constantly improve the customer experience.

WHO YOU ARE:   

• You're detail oriented, comfortable with multi-tasking, and can address a high volume of inbound & outbound requests.
• You can follow company policies while working in the best interest of the customers.
• You're empathetic and have a true passion for delighting customers by putting yourself in their shoes. You can diffuse tough situations with ease!
• 1-3 years of relevant work experience.
• You have excellent verbal and written communication skills.
• You have an exemplary work ethic and a “get it done” attitude.
• You are a self-starter with high personal accountability, and you function well under minimal supervision.
• You are a team player and comfortable with an ever-changing startup environment.
• Bachelor's degree strongly preferred.
• You're looking for a part-time job (6-18 hours per week) and are available to work on Saturdays from 9am-3pm. Other available shifts would be Tuesday - Friday, 8 am-11 am and are strongly preferred, but not required. 
• Must be available for training in our Charlotte office on Monday-Friday, 8am-12pm for your first two weeks.

WHAT YOU'LL GET:

• Competitive hourly rate.
• The chance to join a fun, dynamic culture that encourages rapid professional growth.
• The flexibility to work mostly remote with the ability to work from our office near Charlotte's vibrant South End neighborhood on occasion. 
• Access to an Employee Assistance Program, including on-demand counseling with licensed counselors 24/7/365
• Eligible to participate in our 401k after working 1,000 hours
• Heavily discounted laundry and dry cleaning (Now who doesn't love that?)

2ULaundry is an equal opportunity employer. We value diversity and strive to create an inclusive environment representative of a variety of backgrounds and experiences. Employment is decided solely on the basis of qualifications, merit, and business need.