Uncubed

Customer Service Representative

thredUP, San Leandro, CA

Makes secondhand shopping a cinch


About thredUP
thredUP, based in San Francisco, is the leading online marketplace for buying and selling like-new women’s and kids’ clothing. thredUP was founded in 2009 and currently employs nearly 1,000 people across its corporate office and four distribution centers. To date, thredUP has raised $125 million from top-tier investors, most recently closing an $81M equity investment from Goldman Sachs.

thredUP’s mission is to inspire a new generation of consumers to think secondhand first. We are achieving this mission being the most convenient solution for busy moms to “clean out” their closets, get organized and do good in the process. thredUP also has the widest and most affordable selection of secondhand clothes in all the name brands customers want to own, in like-new condition.

thredUP is growing rapidly, and has built a world-class team that includes investors and executives from Netflix, Virgin, DVF, GAP and Sephora. We are building the leader in the online secondhand apparel market, and we are just getting started.

About the Role
You are the greatest asset in maintaining customer relationships and creating customer loyalty by responding to and listening to customer inquires then solving any issues and saving the day! High fives all around ALL DAY!!!

Requirements

  • Will be an integral player in thredUP’s story and business, and will contribute to its success by creating amazing thredUP’s customer experiences
  • Wants to play a key role in a thredUP customer’s life
  • Thrives in a fast-paced environment and is comfortable with the ever changing requirements of the #startuplife
  • Is ready to learn/grow/flex customer service muscles (the heart is a muscle you know!)
  • Can work effectively as part of a team with demonstrated ability to articulate, escalate issues and ideas for improvement.
  • Has a “let’s do this NOW” attitude and is not afraid to step up and handle the tough stuff
  • Composes professional and heartfelt responses. You may or may not have written an essay for a professor lately, but with your writing skills, you’d get an A+
  • Has a pleasant demeanor and telephone voice with the ability to stay calm in difficult situations.
  • Is punctual and reliable, ready to seize everyday!
  • Is obsessed with the detail
  • Isn’t afraid to get to the bottom of the issue so the customer’s future experiences are good ones
  • Burst with good energy needed to push through the tough days alongside their team 
  • Is tech-savvy and able to quickly navigate web/mobile applications to perform the job
  • Is a pleasure to be around
  • Has an unquenchable thirst for knowledge
  • Is ready to deliver quality and bring the WOW all day everyday
  • Understands that great customer-service is an art form that takes a genuine passion/love for people
  • Casts positive rays of sunshine on a cloudy customer service day 
  • Has a knack for reading others’ emotions whether it be in person or “reading-through-the-lines” in an email or chat
  • Has/previous had a manager go home at the end of the day and say, “I am so happy you are on my team! We couldn’t do it without you!”
  • Has earned a Bachelors Degree or has equivalent experience
  • Has 1+ years customer service experience, communicating with customers via email or chat
  • Knowledge of product lines, pricing, delivery times and methods.
  • Knowledge of Zendesk CS software or equivalent, proficient using Google Docs, Gmail, smartphone applications or similar experience
  • Experience working in a start-up environment

Responsibilities

  • Conferring with customers via email, live chat, and some phone 
  • Investigating and/or adjusting any transactional issues regarding bag processing and payouts, merchandise listings, orders and order returns, and other business processes/services
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
  • maintain and exemplifies our team values when interacting with customers and anyone at thredUP
  • Work with other members of the team to meet individual and collective goals for high productivity, low customer dissatisfaction rate, low total ticket resolution time, and appropriate first response time..
  • Maintains update knowledge of various marketing/promotional strategies offered our customers
  • Perform other on-site duties as assigned
  • Identifying ways to improve processes and the customer experience, surfacing problems early to Customer Service Supervisors and being creative in proposing solutions.
  • Gives timely and appropriate feedback for continuous improvement of processes.
  • Participate in the completion of production goals and special projects.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
  • Attending meetings, escalating issues and concerns, appropriate internal communications with peers, staff and departments. 
  • Interacting in a professional manner with peers and other thredUP team members and management
  • Maintaining a cooperative and constructive attitude and spirit, especially during hard days and conversations
  • Communicates appropriately regarding work issues, concerns, and when asking questions – individually, or in a group situation.
Reports to Customer Service Manager

You and thredUP for the win

About thredUP

thredUP is the nation's leading online marketplace for women's and kids' like-new apparel. Over 25,000 brands, ranging from Gap to Gucci, are listed on thredUP.com at prices up to 90 percent off retail. 

Want to learn more about thredUP? Visit https://www.thredup.com/