Uncubed

Customer Support QA Associate

Wish, San Francisco, United States

Mobile commerce platform


Wish is the leading mobile commerce platform in North America and Europe. Our mission is to give everyone access to the most convenient, personalized, and entertaining shopping mall in the world. With millions of products added daily, Wish offers anyone with a smartphone access to items at incredibly affordable prices. Wish is defining and building the future of mobile shopping.

Customer Support Operations (CSO) plays a critical role in ensuring customers always receive friendly, helpful, and incredible service on Wish. Customers are the core of what drives us at Wish. The CSO team advocates on behalf of customers while pushing the boundaries of what’s possible with customer support. The Wish 5-Star Guarantee, displayed in all our apps, means we’re committed to providing customers with the best possible shopping experience. We’re looking for passionate, driven and highly enthusiastic people to help us define the future of mobile shopping and uphold the 5-Star Guarantee commitment to each and every customer.

As a Quality Assurance Associate (QAA), you’ll work to ensure our global customer support teams are upholding the Wish 5-Star Guarantee and delivering world-class customer support from a nontechnical side. QAA’s are responsible for reviewing and scoring customer support communications for policy and guideline adherence. Additionally, based on reviewed tickets, QAA’s will make recommendations for improving the customer experience as well as identify training opportunities for the teams. Because our primary method of communication with customers occurs via messaging in our apps, QAA’s must be incredibly detail-oriented with excellent written and verbal communication skills.


Responsibilities

  • Review daily queues of tickets from our global customer support teams and score them based on a set of criteria.
  • Work independently, effectively prioritize and manage your time to ensure you’re reviewing the necessary amount of daily tickets.
  • Learn, utilize, and multitask across a variety of tools to view account information, research and review policies while evaluating tickets.
  • Communicate effectively with internal leadership to identify customer pain points and propose solutions to policy, user experience, or other areas for improvement.
  • Assist in the development of training materials to address identified areas for improvement.

Requirements

  • Bachelor’s degree required
  • 1-2 years experience in a related customer support role
  • Minimum 1 year in a quality evaluation related role
  • Excellent written and verbal communication skills
  • Ability to identify and communicate trends
  • Passionate about providing incredible customer support and solving problems
  • Experience providing technical/troubleshooting support for e-commerce, Internet services or software a plus
  • Sense of humor and sense of adventure!
Company Description

Wish is transforming the way the world shops by offering a convenient and personalized mobile shopping experience. Our mission is to offer an unlimited selection of affordable quality goods to be accessible for everyone on a global scale. Wish selectively brings together world-class technical talent who are passionate about connecting relevant products to relevant people.

Learn more about us:

About Wish

Wish is the leading mobile commerce platform in North America and Europe. Our mission is to give everyone access to the most affordable, convenient, and effective shopping mall in the world. By leveraging a competitive global supply chain of direct suppliers and avoiding retail costs we are offering anyone with a smartphone access to tens of millions of affordable goods. By making Wish available on smartphones we are putting this digital shopping mall directly in the pockets of tens of millions of consumers.

Want to learn more about Wish? Visit https://www.wish.com/