November 2023 tentative

Permanent Full Time

Monday to Friday / 9am to 5pm

About Sleeping Duck

Sleeping Duck was founded in Melbourne, Australia in 2014 by engineers Winston Wijeyeratne and Selvam Sinnappan and is now one of Australia's fastest growing startups - and that's particularly unique because we design our own concept products entirely in house.

Ground-breaking, engineer led, in-house product design. Real sleep science. Transparency. Honesty. Value. And a commitment to passionate, exemplary customer connection, service and support. We are a multi award winning product company that is reinventing the way Australian's improve their sleep quality through better and more accessible high quality bedroom products.

Our team is exceptionally driven. We are led closely by our experienced founders and foster a strong inclusive culture. We are unified in our vision for reinventing the sleep product space to make better sleep accessible for everyone, no matter who you are. It is an exciting place to work because everyone at Sleeping Duck wants to do exceptional things.

We do almost everything in house which gives us a rare sense of unity of purpose in our vision to make better products and experiences for our customers. Our 60+ person team is very passionate, and includes Product Development, Story and Marketing, Supply Chain, Customer Experience and Technology.

We are growing rapidly with significant expansion plans taking place in the United States – making it a very exciting time for a new Customer Experience Specialist to join our all new US based team and be part of this journey.

Customer Experience @ Sleeping Duck

Our award-winning Customer Experience team sits at the heart of the company. Our mission is to consistently deliver high quality, timely and memorable world-class customer experience for each and every customer.

How do we achieve that? Our team believes in transparency with our customers and helping them through the entire purchase process to ensure a smooth and seamless experience. This includes helping customers understand our products, assisting with a pre-sale enquiry, liaising with our supply chain team and delivery partners to ensure orders are on track, and assisting the customer with any post-sale support such as customizing the product.

We are not your typical sales contact center. We are all about creating an unforgettable experience for our people and our customers. We empower customers by educating and having honest conversations to form genuine connections, prioritizing the quality of the experience over the speed of it.

What's the role all about?

Our CX Specialists manage a variety of pre and post sale enquiries from customers. We are a passionate team who work together to deliver great customer experiences. You do not need to have a sales background to be great at this job!

This role brings with it the opportunity to join an all new Sleeping Duck team, based in our office in San Diego. Some of what the role involves:

• Manage a variety of inbound customer enquiries including, but not limited to; phone calls, sms, emails, live chat, social media
• Engage and build relationships with our customers through the pre-sale and post-sale journey
• Troubleshoot customer orders and deliveries
• Identify recurring issues and report them to the wider business
• Continuously learn and improve on your own skills
• Innovate to improve on the current experience
• We have opportunities for leadership growth within the team

If you don't tick every box, please don't count yourself out just yet. We're all about hiring the right person rather than ticking boxes – so if this role resonates with you, please apply!

People who we'd love to work with

Required

• 2-3 years experience in customer service as a minimum
• Great communicators with active listening skills that can identify customer needs and provide appropriate solutions
• Always willing to jump in and find a solution to any problem
• Qualities such as empathy, open-mindedness and ambition
• A warm energy, and enthusiasm to learn
• Ability to adapt in a fast moving environment
• Be tech-savvy
• Enthusiastic and passionate - we love what we do and we want a team player who loves what they do
• As this will initially be a small team in a startup office you will need to be flexible, and willing to jump in and help as needed

Desired

• If you have a background in Logistics that would be a bonus

Life @ Sleeping Duck

• You will be based within a shared office with our 3PL attached to the warehouse, initially with one other CX team member. You will have access to staff car parking, kitchen, internet and the usual amenities
• On the ground support and training will be initially provided by Nick, our CX Lead, until you are confident in the role which we estimate to be between 1 - 3 months. You will then be connected with our team in Australia for further support and training
• An opportunity to be part of our evolving story and join an innovative and fast growing Australian born startup
• The team is really passionate about what they do, they have an open-minded, forward-thinking and inclusive culture

It doesn't matter if you're a side-sleeper, a back sleeper or an insomniac, we welcome sleepers of all backgrounds at Sleeping Duck. We're proud to recruit, develop, celebrate, and retain the most talented individuals from a variety of backgrounds.

If you are interested, please submit your resume.