Customer Support Representative

Purity Coffee’s mission is to improve the world’s health by producing the healthiest and most sustainable coffee backed by scientific research and testing. We promote the wellness benefits of coffee, and are guided by our values of Health, Science, Integrity, Responsibility and Growth. Our thousands of loyal customers rave about the quality of our coffee and the health benefits they’ve experienced by drinking it. If you’re interested in joining a dynamic, rapidly growing company, we’re looking for respectful and honest team players who are committed to continuous improvement and health.

This is a remote position, with the option of on-site work if the candidate is located in Greenville, SC. 

Schedule: 9 am - 5 pm EST Monday through Friday, occasional weekend shift possible.

This job position is open exclusively to U.S. residents.

Benefits listed below job summary. 

Job Summary

Purity Coffee Customer Service Representatives are key to the company’s success and the satisfaction of its customers. They are responsible for multi-channel Customer Support tickets, emails, live chats, with a particular emphasis on phone support. This is a high call volume position, requiring excellent communication skills and the ability to handle a fast-paced environment. They will participate in weekly team member 1:1 meetings, a weekly department meeting, as well as quarterly team member reviews and departmental strategic planning meetings. Each team member is expected to manage an average of 150-250 support tickets weekly via email, call, or live chat. They will also be responsible for setting and managing quarterly objectives and key results related to their growth and the performance of their department. 

Purity’s helpdesk and telephony systems will be utilized and optimized by the Customer Support Representatives. They will work with other team members in Customer Support and I.T. to improve the customer and employee experience as users of these technologies. 

Customer Support Representatives will regularly report on support workload and capacity, customer satisfaction, and issue resolution times. They will apply root cause analysis to inform other key functions of the company of opportunities to solve a customer issue or optimize the customer experience. They will report directly to the Customer Support Manager and be a key resource for departmental planning and execution.

Job Responsibilities

Departmental Management:

• Participate in weekly Customer Support meetings to identify, discuss and solve key issues
• Contribute to a Customer Support scorecard with departmental KPIs and analysis
• Participate in quarterly strategic planning sessions to set objectives and key results for Customer Support department and team members that align with company objectives
• Contribute to weekly Customer Support updates and reporting, highlighting Voice of the Customer and root cause analysis

Systems Management:

• Use systems including Gorgias, Okendo, Recharge, Refersion, Smile, Shopify, and Shipstation
• Helps with Gorgias helpdesk system functionality and management
  • Helps assign unassigned cases while helping improve the automatic assignment of tickets when possible.
  • Assist with data segmentation so that tagging and intentions provide accurate and useful data
  • Assist with the auditing, editing, and optimization of macros
• Helps with Okendo review system functionality and management
  • Responsible for review management, including the publishing, response, and reporting on site and product reviews
• Knowledgeable on processes for Customer Support in Recharge, Refersion, and Smile

After Sales Support:

• Provide support to multi-channel customer inquiries including Amazon, wholesale, affiliate, subscriber, and direct consumers
• Provide solutions for customer questions, complaints, or needs in a timely manner from multiple channels including website, live chat, Amazon, wholesale and affiliates
• Order entry, cancellation or changes
• Provide information about Purity Coffee and its products
• Advise on questions about the purchasing, storing, grinding, and brewing of coffee
• Route unassigned tickets to the appropriate team members
• Use help desk software to monitor and manage customer issues
• Provide knowledgeable responses to customer questions regarding products and services
• Analyze customer issues to determine opportunities to improve customer satisfaction and communicate that to the appropriate team mates to influence changes

Job Requirements

• Experience with Customer Support, Customer Experience, or Customer Service
• Excellent communication and problem-solving skills
• Good interpersonal skills and ability to work in a team environment
• Patience with customers and the ability to de-escalate situations
• Experience with help desk software and remote working tools is a plus
• Familiarity with coffee, health, wellness, and/or coffee industries 
  
• Must have a quiet and distraction-free environment to take customer phone calls

Physical Requirements

• Working on a computer for the majority of the workday
• Lifting and carrying boxes (depending on remote / on-site)
• Packaging small shipments (depending on remote / on-site)

Benefits (Some Waiting Periods Required)

• Paid Time Off / Flexible Time Off
• Medical, Dental, and Vision Insurance
• 401K 
• Life Insurance
• Personal Development Benefit
• Paid Job Training and Development

Purity Coffee is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We encourage and celebrate the uniqueness of each individual and believe that our differences make us stronger as a team.

Our commitment to diversity extends beyond race, ethnicity, gender, sexual orientation, disability, and veteran status to create an environment where all employees feel valued and inspired. We strive to create a culture that embraces diversity and inclusion as a fundamental part of how we operate, empowering each employee to contribute their best work.

We actively seek to attract, develop, and retain individuals from diverse backgrounds and perspectives, and we prioritize creating a space where everyone feels supported, heard, and included. Our dedication to DEI is woven into our hiring process, employee development programs, and overall company culture.

We believe that by fostering an inclusive environment, we not only ensure the well-being and growth of our employees but also drive innovation, creativity, and success as a company. Join us in our journey to build a workplace that reflects the diverse world we live in.