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Customer Support Representative

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ALSO

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Location:
United States , Seattle

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

20.00 - 27.00 USD / Hour
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Job Description:

ALSO is seeking a Customer Support Representative that is looking to work in a fast-paced start up environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase transcendental products from ALSO.

Job Responsibility:

  • Direct Customer Support: Handle customer inquiries via phone, email, live chat, and social media
  • Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments
  • Help customers track orders, manage modifications and cancellations, and process returns and refunds
  • Maintain a professional, positive, and empathetic attitude during all interactions
  • Manage and resolve customer complaints, escalating to a supervisor when appropriate
  • Technical and Product Support: Possess and apply deep product knowledge of ALSO’s products to provide solutions
  • Troubleshoot and diagnose technical or mechanical issues with ALSO’s products
  • Educate customers on product features, benefits, and maintenance
  • Manage warranty requests and claims via 3rd party platforms
  • Internal and Process Improvement Tasks: Coordinate with other departments, such as product, shipping, and sales, to resolve issues
  • Communicate customer feedback to internal teams to improve offerings and develop efficiencies
  • Proactively follow up with customers to improve their experience
  • Develop new ways to engage customers, such as creating new documentation and help center articles

Requirements:

  • Exceptional Communication: Proven ability to communicate clearly, empathetically, and professionally. This includes excellent listening skills to accurately understand and document customer issues
  • Passion for the Product: A personal passion for ALSO’s mission and products
  • Technical Troubleshooting: Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues
  • Problem-Solving Skills: Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively
  • Customer-Focused Mindset: A natural inclination to put the customer first, prioritizing their satisfaction and overall experience
  • Adaptability and Multitasking: The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure
  • Team Collaboration: Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues
  • Attention to Detail: Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback

Nice to have:

  • Experience in a fast paced customer support environment with a D2C brand
  • Experience supporting customers with pre-sale and technical support that includes EVs, E-bikes, consumer electronics or similar products
  • Experience working with Shopify or a similar ecommerce platform
  • The ability to handle contacts across multiple channels including email, chat, and voice
  • Clear and concise communication skills with the ability to create a strong feedback loop with internal teams
What we offer:
  • Robust health coverage. Excellent health, dental and vision insurance covered up to 100% by ALSO with FSA & HSA options
  • One Medical membership and dedicated insurance advocates
  • Rich fertility and family building benefits with Progyny
  • Flexible time off
  • 401(k) match

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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