thredUP is the world's largest fashion resale platform, inspiring a new generation to think secondhand first. The company has spent the past 10 years reinventing resale, building a marketplace and infrastructure now poised to power the $50B resale economy and usher in a more sustainable fashion future. Millions of consumers use thredUP as the easiest way to sell their clothes and shop over 35,000 brands at up to 90% off online, in stores or via "try-before-you-buy" Goody Boxes. Backed by world-class investors, thredUP designed a resale engine that has redistributed nearly 100 million unique garments from closets across America and is now powering resale for the broader fashion industry via its Resale-As-A-Service (RAAS) platform.
About the Role
thredUP is expanding our customer service team to Scottsdale, AZ and we're seeking bright, articulate, detail-oriented candidates with a desire to help us exceed our customers' expectations. Our Customer Service team plays a critical role in delighting our customers through delivering timely, accurate and professional customer service.
This vital position requires an action-oriented, flexible problem-solver who will assist customers with their orders and returns as well as with any bag processing questions from our sellers. Customer Service Representatives communicate with our customers via mobile and web chat. You will utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment.
Conferring with customers via chat and some phone & email
Investigating and/or adjusting any transactional issues regarding bag processing and payouts, merchandise listings, orders and order returns, and other business processes/services
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 updated knowledge of various marketing/promotional strategies offered our customers
Identifying ways to improve processes and the customer experience, surfacing problems early to Team Managers and being creative in proposing solutions
Participate in the completion of production goals and special projects
Maintaining a cooperative and constructive attitude and spirit, especially during hard days and conversations
Has 1+ years customer service experience, communicating with customers via email or chat
Knowledge of product lines, pricing, delivery times and methods
Knowledge of CS software and proficient using Google Docs, Gmail, smartphone applications or similar experience
Experience working in a startup environment
Will be an integral player in thredUP's story and business, and will contribute to its success by creating amazing thredUP's customer experience
Thrives in a fast-paced environment and is comfortable with the ever changing requirements of the #startuplife
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+
Burst of 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
Bachelor's Degree or equivalent experience
At thredUP, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we believe diversity is key. As a diverse and inclusive workplace, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring a new generation to think secondhand first. Everyone is welcome - be you.