Uncubed

Customer Support Representative - Social Media

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. thredUP has raised over $125 million from top-tier investors, most recently closing an $81M equity investment led by Goldman Sachs Investment Partners.

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 women and kids love, 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.

Responsibilities

  • Respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community. 
  • Maintain the highest level of professionalism while managing sensitive issues.
  • Demonstrate empathy while providing thoughtful and prompt resolutions.
  • Develop a friendly rapport with customers, often in 140 characters or less.
  • Follow up frequently with customers throughout the life of their complaint resolution. 
  • Research complex and escalated situations and recommend solutions. 
  • Provide thoughtful, strategic insight regarding customer requests and service-related trends to our development, product, and marketing, teams.
  • Strive to exceed volume and quality goals.
  • Help with side projects as needed.

You Are

  • Passionate about providing excellent support. You enjoy tackling a challenge head on and never shy away from an opportunity to learn and grow. You love social media and understand the importance of brand consistency. 
  • Empathetic and perceptive. You can identify the tone of a customer and adjust your approach accordingly. You are proactive and always anticipate customer needs.
  • Authentic and honest. You’re not afraid to be yourself, and you have a desire to connect with others in a genuine way. You communicate openly and respectfully with teammates.
  • Reliable and accountable. You can adhere to a consistent work schedule. You accept ownership over the quality of your work, and take initiative to keep improving. 
  • Creative. You’re an innovator who can think of solutions to the trickiest conundrums. You bring compelling ideas to the table in an effort to catalyze positive change. 

Qualifications

  • Bachelor’s degree or equivalent experience.
  • 1-3 years in customer-centric industry, preferably with experience providing customer support via social media. 
  • Strong computer and typing skills. Particularly high level of comfort in web-based applications and navigation between tools.
  • Experience with Sprinklr or other social media engagement platforms a plus
  • Exceptional written communication skills with keen attention to detail.
  • Entrepreneurial spirit with ability to manage workload efficiently.

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 thredUP's website.