Customer Service Associate
Droplette, United States
Job Description
Droplette is revolutionizing drug delivery: we are building a disruptive needle-free platform technology with groundbreaking applications in cosmetics, gene delivery, and healthcare.
We are backed by top tier VCs and recently closed our series A funding. Droplette's technology encompasses a connected hardware device, a consumable filled with a formulation, and a wireless inductive charger.
We have launched our initial product offerings and are seeking a Customer Service Associate who will assist with hardware-oriented customer service at various touchpoints: Intercom chat, email, social media, and DMs. This will be a full time position with on call daily hours, including limited time on weekends. We are located in Boston, MA but this is a remote role on the East Coast.
What You’ll Do:
- Directly assisting customers while they shop, use, and troubleshoot the Droplette device, capsules, and app via Live Chat
- Answering customer emails for our e-commerce business. This includes providing skincare recommendations, tracking orders and complaints, working with our fulfillment team to troubleshoot issues, and managing subscription memberships.
- Engaging with customers via social media platforms such as Facebook and Instagram
- Helping develop tone, vocabulary, and scripts to streamline customer communication on an ongoing basis
- Determining the root cause of problems, escalating issues to management when necessary, resolving issues, and helping to implement strategies to improve processes.
- Supporting cross functional tasks and teams where customer-facing touch points are present.
- Identifying areas for efficiency and improvement in the customer experience and collaborating on strategies with Membership Services Manager.
What We Seek:
- 2+ years experience in a customer support role
- Clear understanding of excellent customer service
- Proactive, enthusiastic, and motivating personality
- Excellent command of the English language, spoken and written
- Great communication and problem-solving skills
- The ability to work under pressure, and adapt quickly to operational changes
- Experience with hardware customer service
- Friendly, engaging conversational style
- College degree preferred
- Ability to work independently with a sense of urgency
- Hyper-organized with high attention to detail
More about Droplette
The Droplette team is driven to make an impact in medicine and consumer healthcare by harnessing hardware and technology. The ideal candidate for this role will join us on our mission to push the limits of molecular delivery and be enthusiastic about working with a constantly-growing company. We are seeking candidates that are both a technical and cultural fit for our organization: we believe that a passionate and diverse team with interdisciplinary skill sets is crucial as we strive to make a positive difference in the world with our technology.
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination or harassment based on protected categories, Droplette also strives to prevent other, subtler forms of inappropriate behavior from ever gaining a foothold in our company. Whether blatant or hidden, barriers to success have no place at Droplette.
Agency and Third Party Recruiter Notice: Agencies that submit a resume to Droplette must have a current executed Droplette Agency Agreement executed by the Head of Talent. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Droplette Recruiter. All resumes must be sent to the Droplette Recruiter under these terms or they will not be considered.
Benefits
We are committed to placing as much importance on the betterment of our employees' professional and personal lives as we do our customers'. To learn about how we empower and enable you to thrive, in and out of work, see below:
- You will gain access to two Blue Cross Blue Shield plans designed to cover you and your immediate dependents. We pay 80% of the plans cost.
- Blue Cross Blue Shield dental available, offering in-and out-of-network benefits for an annual fee as little as $104 and $270, respectively.
- Basic life insurance and Accidental Death and Dismemberment (ADD) insurance with the option of further voluntary cover if you need it.
- Should you have a long-term disability following an accident or injury, our LTD insurance is designed to look after you by covering a percentage