Customer Service Representative

About thredUP

thredUP is the largest online marketplace for secondhand clothing. We make buying and selling a cinch
for millions of women across the globe. The company resells more than 35,000 brands across hundreds
of categories at up to 90% off the original retail value. Headquartered in downtown San Francisco and
backed by world-class investors, thredUP is reinventing the secondhand clothing industry and inspiring a
new generation of consumers to think secondhand first.

About the Role

thredUP is seeking bright, articulate, detail-oriented candidates with a desire to help us exceed our
customers’ expectations. Our Customer Service team plays a critical role in delighting our customers
through delivering timely, accurate, and professional service via chat and email.

This vital position requires an action-oriented, flexible problem-solver who will assist customers in
expediting orders and correcting post-sale problems. You will utilize a variety of software tools to navigate
customer accounts, research and review policies, and communicate effective solutions in a fun and fast-
paced environment.

Responsibilities

  • Confer with customers via email, live chat, in-app messaging and some phone
  • Investigate and/or adjust any transactional issues regarding bag processing and payouts, merchandise listings, orders and order returns, and other business processes & services
  • Work with other members of the team to meet individual and collective goals for high productivity, low customer dissatisfaction rate, low total ticket resolution time, and appropriate first response time
  • Maintain updated knowledge of various marketing & promotional strategies offered to our customers
  • Identify ways to improve processes and the customer experience, surface problems early to Customer Service Supervisors, and propose creative and feasible solutions
  • Participate in the completion of production goals and special projects as needed
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems
  • Maintain a cooperative and constructive attitude and spirit, especially during hard days and difficult interactions

Requirements

  • Has earned a Bachelor's Degree or has equivalent experience
  • Has 1+ years customer service experience, knowledge of communicating with customers via email or chat a plus
  • Knowledge of product lines, pricing, delivery times and methods
  • Knowledge of CS software and proficient with Google Docs, Gmail, smartphone applications or similar experience
  • Will be an integral player in thredUP’s story and business, and will contribute to its success by creating amazing customer experiences
  • Thrives in a fast-paced environment and is comfortable with the ever changing requirements of the #startuplife
  • Has a “let’s do this NOW” attitude and is not afraid to stepUP and handle the tough stuff
  • Composes professional and heartfelt responses - you may not have written an essay for a professor lately, but with your writing skills, you’d get an A+
  • Has good energy and an ability to push through the tough days alongside a team
  • Is tech-savvy and able to quickly navigate web & mobile applications to perform the job



Meet Some of thredUP's Employees

Dan D.

VP, Engineering

Dan and his team work with colleagues across the organization to brainstorm and develop empowering engineering solutions for thredUP and its stakeholders.

Jose R.

Distribution Center Manager

Jose oversees the thredUP distribution center in Mechanicsville, Pennsylvania—sending out orders and sorting new materials as they arrive at the facility.


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