Job Description

Want the best coworkers you’ve ever had? Smash stigmas and taboos about the female body? Empower customers to live their best lives? If you love the adventure of working for a small, tight-knit company and are excited to take on a lot of responsibility, look no further. Lily Bird is hiring a customer support team lead.

(P.S. If you want an overview that’s more fun than reading everything below, check this out - https://lilybird.typeform.com/to/hOSNVk1b. But don’t forget to read everything below, too).

ABOUT LILY BIRD

Lily Bird provides a subscription box that helps midlife women tell their bladder who’s boss. Why? Because bodies change and bladders leak. 1 in 3 women experience bladder leaks but only 1 in 10 use products due to the shame and embarrassment. It’s high time we stop saying sorry for the spritz

Learn more at www.mylilybird.com

ROLE OBJECTIVE

In this role, your goal is to make sure that our customers adore us. How, you ask? By giving our customers the best service you can via phone, email, and chat. And possibly even sending a customer a bag of fake $100 bills.

ROLE SUMMARY

You will be joining a small but mighty team, so we hope you like to have a lot of responsibility and that your biceps are ready. You must be meticulous about making sure every customer gets exactly what they need while also spotting the general trends of what’s going on with our customers.

You will be the face of Lily Bird to our customers and the voice of our customers to Lily Bird. That may sound like wizardry, but we’re pretty sure you’re up for the challenge.

A SAMPLE OF WHAT YOU’LL BE DOING

• Proactively check in with customers at specified times in their Lily Bird journey

• Promptly (within 24 hours, ideally same day) respond to each and every customer request (whether made by phone, email, or chat) with the utmost care, empathy, and professionalism

• Advise customers on the best product and service plan for their needs

• Coordinate as necessary with the fulfillment team on specific issues and orders that come up. Be sure to bring your Bitmoji to this party.

• Collaborate with the rest of the customer support team to address specific customer issues

YOUR SCHEDULE

• This is a full time role (40 hours per week)

• As a company, our customer support hours are 8am-5pm Monday through Friday, plus a few hours on Saturday morning.

• When you start, your role will be Mon-Fri. We anticipate bringing on a team lead soon. When that happens, your schedule may change slightly. At that point most likely you will have EITHER Friday and Saturday off OR Sunday and Monday off. The weekend day you work (Saturday OR Sunday) would be a partial day only. We’re open to all this shifting around based on what is best for everyone on the team.

HERE’S WHAT YOU BRING

You...

• Put the customer’s experience first in everything you do and have a passion for helping others

• Are deeply empathetic, patient, and easily connect with others

• Have a positive attitude, even in challenging situations

• Trustworthy and reliable in absolutely every way

• Bring your authentic self to every conversation and interaction you have

• Enjoy working independently and having a lot of responsibility

• Are comfortable with ambiguity and figuring things out as you go; you don’t want or need to have “rules” spelled out in a handbook

• Have excellent communication skills, both written and in speaking

• Enjoy learning new things and having every day be a little different

• Have excellent judgment but can ask for help when needed

• Can be relied upon to do what you say you will. Like clockwork.

• Can spot trends in customer experience and feedback

• Always keep an eye out for how to improve things

You also….

• Major bonus points if you have worked at Zappos! Or in another call center.

• Are a native or fluent English speaker

• Bilingual with Spanish a plus

• Have excellent computer and fast typing skills

BENEFITS

• Medical, dental, and vision available

• Company stock (equity)

• Paid vacation time and 10 holidays per year

• Working with a super awesome team, if we say so ourselves

TO APPLY Please submit your resume. Instead of a cover letter, answer these questions when prompted. We recommend that your answer for each question is at least 3 sentences long but no longer than a paragraph. APPLICATIONS WITHOUT ANSWERS TO THESE QUESTIONS WILL NOT BE CONSIDERED.

• What does being trustworthy mean to you?

• What’s the best customer service you’ve ever received? (Tell us about a specific time)

• What are you looking for in your next job and the next company you work for?

Company Description

Lily Bird provides a subscription service for midlife women for products they don’t want to buy in the store, specifically products for bladder leaks. 1 in 3 women experience bladder leaks but only 1 in 10 use products for the issue due to shame and embarrassment. We are working to smash the stigmas and taboos surrounding the female body and to empower women to be able to live their best lives. Learn more at www.mylilybird.com