Customer Experience Specialist

Remote
Full Time
Customer Experience
Entry Level

Who we are

 

Mockingbird is a digitally native baby gear brand dedicated to empowering today’s parents with thoughtfully designed, high-quality baby gear at a meaningfully lower price point. We launched in early 2019 (garnering the attention of outlets like Good Housekeeping, Romper, and Business Insider!) with seed funding from FirstMark Capital and a small team of three. We’ve since grown into a team of 30+ incredibly diligent, caring, motivated individuals, hailing from companies like Harry's, Native, Everlane, and SeatGeek.

While humility is in our team’s DNA, we feel extremely proud of how positively our products and customer experience have been received thus far. The top experts in baby gear have honored us with awards like Babylist's ‘2021 Registry Must-Have’ and Red Tricycle's ‘Best Stroller of 2021’, and perhaps even more importantly, our Mockingbird families tell us every day how much we mean to them (we actually have a whole Slack channel that’s just screenshots like this, this, and this!). The supportive, energetic community that has built up around our brand has honestly even exceeded our own expectations (this thread of congratulatory comments on our 2nd birthday Instagram post says it all…).

We've managed to grow incredibly quickly from a fledgling idea into a profitable startup at significant scale that's already become one of the go-to brands for today's expecting parents. There's still SO much to do, though, as we work on continuing to disrupt the baby category by creating better products and experiences for everyone who chooses to interact with us. And that's where you come in…

The Role

At Mockingbird, we pair amazing products with an exceptional customer experience. We’ve got a large and growing community of parents and caregivers who depend on us to provide authentic and in-depth support at one of the most critical times in their lives. When you ask them about us, we want to hear they love our gear AND that we’re here for them with the highest level of support whenever they need us.

For the Customer Experience Team, we look for people who are creative and curious thinkers, who bring a collaborative team mindset, who naturally love helping others, and above all, who are kind and don’t mind having a bit of fun on the job!

We’re looking for a superb customer-facing employee to join our growing team. You'll be contributing meaningfully to a fast-growing early-stage company and empowering all of today's parents and caregivers with essential support, education, and guidance.

What you’ll be doing

  • Act as the voice of Mockingbird to provide thoughtful communication and high-touch support to Mockingbird customers through email, live chat, phone, SMS/text, and various social media channels.
  • Create authentic connections with customers by providing personalized support and always thinking ahead, to go above and beyond in ways customers don’t even expect.
  • Address customer questions and issues, efficiently and effectively, from start to finish, always utilizing empathy and creative problem-solving skills that lead to positive outcomes.
  • Identify insights, trends, and patterns in customer feedback, to help make recommendations internally across all our teams (Marketing, Product, People, etc.) to improve customer experience and the company overall.
  • Become an expert in our gear, the customer journey, and all of our customer experience team processes through the completion of a comprehensive, supportive, and specially-tailored training program.
  • Develop detailed product and industry knowledge in order to help customers through their decision-making process and provide personalized recommendations.
  • Contribute to the team and company’s ongoing learning and success by sharing knowledge through mentorship, collaboration, and aiding in documentation.

Who you are

  • You love to communicate with people (in many forms!), and excitedly solve both common and new problems with fresh eyes and perspective.
  • Personable and relatable. Able to connect with all customers by understanding their motivations and contexts.
  • You don’t see any task as too big or too small. You’re just ready to jump in and help.
  • You bring calm to sensitive and stressful situations.
  • You possess strong oral and written communication, with a keen ability to adjust your tone and approach based on a given situation. Able to juggle multiple conversations with customers simultaneously.
  • You’re excited to be part of an active, collaborative remote team environment, including frequent video calls and regular team-building opportunities.
  • You’re process and detail-oriented. You’re able to think through and understand various steps of a process and check that all steps have been completed.
  • Critical thinking is second nature to you. You’re able to effectively collect information, ask thoughtful questions, and implement solutions to unique situations.
  • You’re always a learner, eager to grasp new skills, practices, and ways of communicating more effectively with customers.
  • You’ve got a willingness to proactively and thoughtfully challenge the norm, question assumptions, and find creative solutions so we can continually deliver better service.

Additional Requirements

  • Legally authorized to work in the USA.
  • Previous experience using Mac OSX.
  • Able and willing to work either of our current weekday shifts: 9-6pm ET/6-3pm PT and 12 -pm ET/9-6pm PT (all subject to change) and weekend hours. Note these include time for lunch/breaks!

Nice to Have

  • Experience with Google Chrome, Google Drive, Kustomer, Shopify, and Notion.
  • Previous experience in a customer-facing role.
  • Bilingual Spanish/English speaker and writer.
  • Don’t have any of this, but still think you fit the bill? Please apply anyway!

Why We Think You'll Like It Here

  • It’s an exciting time to join. We’re at that perfect moment in our company’s history where we’ve already worked out the initial kinks of launching a brand, and we’ve scaled quickly to a place that’s confirmed the growth potential we and our investors saw in this business. But we’re still a very small team with the potential for you to make an incredible impact and to grow alongside the company.
  • At Mockingbird, we’re building a company where everyone is welcome - where all perspectives and backgrounds are valued, and where you can come as you are and bring your full self to work. We’re just getting started, and we’re far from perfect, but we invite you to come help us build a company where everyone belongs.
  • We are building something special. Today’s expecting parents have grown up interacting with brands like Harry’s, Warby Parker, Casper, Away, etc. that have taken a more modern, personalized, and relatable approach than legacy competitors; yet when these same parents start shopping for baby gear, their experience is antiquated, stressful, and challenging. We truly have the opportunity to disrupt a category here and become the new go-to for today’s parents.
  • Amidst fast growth and lofty ambitions, we still manage to strike a pretty good work/life balance, if we do say so ourselves. We take pride in being diligent and driven, while also maintaining perspective, having fun, and not taking ourselves too seriously.
  • We’ve fostered a culture that promotes healthy debate and prioritization of the best ideas, rather than hierarchy and ego. If solving problems with a group of bright individuals is what gets you out of bed every day, you’ll love it here.
  • We offer great benefits that we're really proud of, including flexible vacation, a generous parental leave policy, and the opportunity to work remotely from wherever you'd like.
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