Customer Support Representative (Chat/Email)

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.

*This is NOT a remote position. All candidates must be able to sit onsite in our San Leandro, CA office

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

*This is NOT a remote position. All candidates must be able to sit onsite in our San Leandro, CA office

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