Customer Experience Representative

Job Type: Full-Time Hourly (30+ hours per week)

Experience Level: 3+ years of work experience
Location: Remote
Industry: Consumer Goods Technology - Jewelry

WHO WE ARE
Mementum makes jewelry come alive with real, meaningful memories. We design and sell innovative jewelry that is
connected to your important memories and stories through our iOS/Android mobile app. Jewelry can do more than
look good. It can be meaningful. It can tell your story. It can have a soul. Our mission is to help deepen personal
connections with the people who truly matter.

We are a fast-growing Direct to Consumer E-Commerce business and we are based out of Washington.
Learn more at https://www.mementum.io

ABOUT THE ROLE

Your mission is to create an exceptional and personalized experience for each of our customers.
You will have a direct impact on our customer’s perception of Mementum, so empathy is an absolute must.

Treat our customers like you would your own family - provide friendly and responsive service along with an urgency to
resolve their issues and questions.

Our aim with this position is to reduce our average response time by leveraging live chat.

ABOUT YOU
 • You are an honest and trustworthy team player:
 ○ Outstanding interpersonal and communication skills

 ○ Resourceful and proactive problem solver who goes the extra mile;

 ○ Not afraid to ask questions, provide/receive honest feedback, or admit when they are wrong

 
• Proven ability to learn quickly and adapt in a fast-moving environment

 • You are curious and like to understand the 'how and why' of the business and your work

ESSENTIAL DUTIES AND RESPONSIBILITIES

 
• Manage customer inquiries and comments across live chat, email, social media, and reviews

 • Assist customers with all order related issues, including returns, refunds, repairs and exchanges

 • Manage and prioritize customer support ticket queue within a team environment

 • Document, update, and improve processes related to customer experience

 • About 85% of your time will be customer support. The remaining time to ad-hoc administrative tasks

REQUIREMENTS
 
• Available at least 30 hours per week during our business hours (6AM - 6PM PST, Mon - Fri)

 • Must have remote-work experience, preferably as a virtual assistance or customer support representative

 • Excellent English writing and speaking skills

 • Well organized with high attention to detail

 • You must have access to stable, high-speed internet with a reliable computer

NICE-TO-HAVES
 
• Customer support experience at an E-commerce company

 • Experience working in Shopify

 • Experience with Google Apps (Email, Drive, Google Docs, Google Sheets, or similar software)

 • Experience with Slack

WHY WORK FOR US?

 
• 13th month bonus

 • Free Mementum jewelry