Job Description

Job Title: Customer Success Rep

Location:

Vancouver, Canada

Reports To:

Manager - Customer Success

About noissue:

noissue is a global leader in packaging, helping businesses of all sizes make eco-friendly choices without compromising on design or quality. Our products include custom compostable, recycled, and reusable packaging solutions designed to elevate brands.

We're looking for a customer success person to join our team in the Vancouver office. This is an entry level role that helps our global customer base with answering questions on anything from assisting placing orders to production updates to resolutions on orders with escalations. Career paths from here include account management (enterprise sales), operations, distributor roles, and more.

The role is in the office 4 days a week (Tuesdays work from home optional) and comes with health & dental benefits and a few other company perks.

Core Responsibilities

Manage order operations for customers that you assist with placing custom packaging orders Work collaboratively with design, production, and logistics teams to produce and deliver custom packaging for brands Update customers in a timely manner on all things related to their orders Quote and negotiate pricing using tools and communication with our operations team Virtually meet and speak to customers on the phone throughout the process Respond to inbound tickets in a timely manner maintaining our team SLA requirements Provide great customer service to noissue customers Communicate clearly and effectively with customers while representing the noissue brand Handle disputes and conflict and provide amenable resolutions to customers Respond to reviews on various platforms and provide assistance / support to those customers Work with logistics and production teams to facilitate refunds, remakes, and communicate updates to the customer Use various tech tools for all of the above like: Zendesk / Hubspot / Google tools / Slack
Not required but great to have experience with:

Selling or providing support on physical products (retail / hard goods experience) Customer service / support in a ticket based environment Conflict resolution / dealing with difficult customer situations Zendesk & Hubspot or other CRMs
In your first 3 months you will

Learn the tech stack Get trained on our product line and general support processes Shadow other team members to learn best practices Start responding to support tickets and placing customer orders Learn the pricing tools and provide order quotes and invoices to customers
In your first 6 months you will

Become self sufficient and accountable for meeting your SLAs and ticket volume requirements Resolve tickets and customer questions without assistance Have a strong understanding on most products, common escalations, and how to respond to them Get up to speed on order management tools and work with the supply chain team
By the end of your first year you will

Assist training other new team members Take on a wider range of support responsibilities such as responding to public reviews Process resolutions for higher value tickets Assume a leadership role in the team and assist with reporting on KPIs and monitoring team performance Assist with B2B sales operations and customer relationships to help with efficiency and secure contract renewals Have you annual performance review
Please send resumes to steven@noissue.co

Job Type: Full-time

Pay: $50,000.00-$55,000.00 per year

Benefits:

Casual dress Company events Dental care Extended health care Paid time off
Work Location: In person