Respond to customer inquiries via chat or email
Provide accurate information on services and policies
Resolve routine issues such as subscription status updates, refund requests and billing inquiries
Escalate complex cases to higher-level support when necessary
Follow clear guidance given by the leadership team when appeasing customers
Empathetic to customers’ needs but understanding of the business’ bottom line
Collect and share feedback to external teams to ensure the needs of the customers are being met

Experience in customer service or related role
Demonstrate a passion for and understanding of the URBN brands, customers and product.
Must have access to consistently stable internet connection.

Customer Success Associate, Tier 1

Key skills