Customer Service Representative

Dairy Boy is hiring a Customer Service Representative to support customers across email and chat, manage escalations and VIP relationships, and improve the workflows and technology behind customer support. The role partners with the Customer Experience Lead and external support team to deliver consistent, on-brand service and address recurring customer pain points.

Responsibilities:

• Answer customer emails and chats with warm, personal replies in the Dairy Boy voice
• Look after our VIPs: top customers, longtime community members and influencer partners
• Take ownership of escalated cases involving orders, returns, exchanges and other sensitive situations
• Work with our external support team on escalations, policy questions and process updates so customers get the same answer every time
• Manage tickets and workflows in our helpdesk and keep conversations organized and moving
• Review the automated replies our support technology sends and catch anything inaccurate, unhelpful or off-brand
• Improve our support technology by finding knowledge gaps, refining its guidance and sharing where it can do more
• Partner with the Customer Experience Lead on day-to-day customer needs and improvement projects
• Spot recurring customer pain points and help fix the workflows and policies behind them

Requirements:

• Experience using a customer support helpdesk or CRM platform, with confidence working tickets and workflows
• Strong writing, and the ear to match our brand's tone
• Good judgment, and the ability to solve a problem without a script
• Technical aptitude, and a willingness to troubleshoot and learn how our tools connect
• Curiosity about specialized support technology and how it can improve the customer experience
• Experience with Intercom or Fin
• Gorgias, Zendesk or Kustomer
• Experience reviewing or training automated support tools, or maintaining help center content, macros or tool guidance
• Experience supporting VIP customers, or in ecommerce, fashion, beauty or lifestyle support