About PartnerHero: We build globally-distributed teams for growing startups, including some of the world's most exciting technology companies. Our partners trust us with many operational responsibilities, including customer support, sales, accounts payable, product design and localization. We have offices in the US, Honduras, Germany, and the Philippines, with remote associates in 17 countries including Turkey, Brazil, Morocco, Italy, France, Spain, and Japan. Our global approach gives us unique operational advantages AND makes for amazing company culture. Read more about our Core Values at https://partnerhero.com/who

About this project: You would be working for an exciting startup that makes innovative gifts and greeting cards. We're looking for people with big, friendly personalities that can really match the company's friendly brand. Believe us, this is a special brand that you'll love working for!

• JOB TYPE: Full-time
• SHIFT: Tuesday-Friday, 10 AM to 7 PM, Saturday 7 AM to 4PM (Mountain Time)
• LOCATION: Downtown Boise

RESPONSIBILITIES

• Reply to comments and messages on our social channels in a timely, friendly, and professional manner to educate and engage with the community.
• Serve clients and customers with a delightful approach to problem-solving that can turn even the grumpiest person into a vocal evangelist for the brand
• Master the product, learning all of its nuances and keeping up-to-date with the latest updates and policies.
• Provide or recommend thoughtful, prompt resolutions to complex or escalated situations
• Share relevant, strategic insights with our product, marketing, and technology teams regarding overall customer experience and service-related trends.
• Stay up to date with the latest social media best practices and technologies.
• Own additional projects as needed and prioritize carefully.

Your performance is measured by looking at:

• The accuracy, professionalism, and friendliness of your responses
• Reliability and self-management
• Total support tickets answered, weekly and monthly
• The quality and content of reporting+insights

QUALIFICATIONS

• 1-3 years in customer-centric industry, preferably with experience providing customer support via social media and/or chat.
• Interest in developing social media and brand voice
• Excellent written and verbal English communication skills with strong attention to detail and quality
• Warmth and empathy — you spread the love as a way of life
• Mind-blowing customer service sensibilities
• Curious and hungry
• Strong computer skills and comfortable navigating between various tools
• Willing and eager to support other channels as needed (e.g., email and phone).