Job Details
Los Angeles, California, United States
MoeGo
04/23/2024
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Full Job Description
Our Mission:
The technology in the $130-billion pet industryis antiquated, and it has caused significant friction for the peteconomy to progress. This must be fixed. We aim to contribute to thepet industry by empowering everyone in the pet community. We strive tobuild the most trustful, impactful, yet simple-to-use solutions foreveryone in the space, so that they can focus on doing what they loveand thrive.
Our Team:
Only the best canserve the best. To build the best product and service, we want thebest talent. We are committed to seeking out and bringing together themost passionate, talented, and customer-focused individuals to form ateam that sets the bar for excellence.
Our Culture:
Every day, we ask ourselves: what if MoeGo disappears tomorrow?Would that be a big difference to our users? We’re not here to be justanother option in the market. What motivates us is the pursuit ofdiscovering and solving a series of real, impactful problems. By doingso, we aim to redefine the standard of technology and elevate the petindustry to an entirely new level.
We strive todrive changes for the better.
A day in the life atMoeGo:
Customer Assistance
- Respond promptly to customer inquiries via chat, email,and phone, demonstrating patience, empathy, and professionalism in allinteractions.
- Provide technical support to customers,troubleshooting and resolving their issues efficiently andeffectively.
- Guide customers through step-by-step solutions,ensuring they understand the resolution process and providing clearinstructions for any necessary actions.
- Actively providehelpful and appropriate workarounds for users where there arelimitations within the software.
ProblemResolution & Communication
- Communicateeffectively with customers, taking the time to understand theirquestions and technical concerns and providing clear and conciseexplanations.
- Document all customer interactions andsolutions accurately in our CRM system, ensuring comprehensive recordsfor future reference and analysis.
- Collaborate closely withother teams, including product development, customer success, andsales, to escalate and resolve complex customer issues and providevaluable feedback for product improvement.
Customer Education
- Provide training andguidance to customers on products and best practices
- Proactively identify trends in customer inquiries and issues,contributing to the development of knowledge base articles andtraining materials to empower customers to self-serve wheneverpossible.
- Continuously strive to enhance the customerexperience by proposing and implementing process improvements and bestpractices for customer support delivery.
Technical Expertise
- Developa deep understanding of our products and services, ensuringfamiliarity with all key features and functionality, to effectivelyaddress customer queries.
- Stay updated on product features,technical specifications, and troubleshooting procedures, to providetimely and accurate support to customers.
- Collaborate withthe product development team to communicate customer feedback andcontribute to product improvement initiatives.
Who you are:
- Bachelor’s degree in atechnical or relevant field.
- Proven experience in a customersupport or customer success role of 3 years, preferably in atechnology or SaaS company. (Bonus points if it is in the paymentindustry!)
- Excellent communication skills, both written andverbal, with a strong ability to articulate technical concepts in aclear and concise manner.
- Empathetic and patient demeanorwith a passion for helping customers and solving their problems.
- Strong problem-solving skills, with the ability to thinkcritically and troubleshoot issues independently.
- Exceptionaltime management and organizational skills, with the ability toprioritize and manage multiple tasks effectively in a fast-pacedenvironment.
- Proficiency in using customer support softwareand CRM systems (we use Intercom!) to manage customer interactions andmaintain detailed records.
- Ability to work collaboratively ina team environment, actively contributing to team goals and fosteringa positive and inclusive work culture.
- Flexibility to adaptto changing priorities and business needs, with a willingness to takeon new challenges and responsibilities as required.
Why us
- We strive to build world-class products andservices for pet industry
- Opportunity to contribute tomillions of pet businesses and hundreds of millions of pet parents -Join the rocket ship at early stage
- Surrounded by former keyemployees from top-tier tech companies
- Competitive salarypackage
- Competitive employee benefits plan, insurancecovering whole family members
MoeGo offers acompetitive compensation package (base salary, performance bonus,equity and benefits). We offer UHC Select Plus PPO Platinum Medical,UHC Dental and UHC Vision plans to employees and their family membersat no cost to employees.
MoeGo is committed tocreating a diverse and inclusive work environment, and is an equalopportunity employer. All qualified applicants will receiveconsideration for employment without regard to race, color, religion,gender, gender identity, gender expression, sexual orientation,national origin, genetics, disability, age, or veteran status.
