About Lalo:
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Lalo is a modern baby and toddler brand built for today’s families. We’re set on changing how you shop for your baby by creating thoughtfully designed products that simply...look good. Being a parent can be tough, so you can rest easy knowing that we’ll always tell it to you straight, from which non-toxic materials we use and what products best fit your lifestyle, to what we’re working on next. We love being a part of your special moments—the everyday strolls around the neighborhood and your little one’s first spoonful of solids—and promise to be there for you every step of the way.
About the Role:
Lalo is looking for a Part Time CX Specialist who wants to be a vital piece of our success. With flexible scheduling, you’re committed to delivering incredible support and logging data that ultimately impacts the customers experience. Our CX Specialists are empowered to make every experience as personal as the individual customer.
Our ideal candidate is energetic, curious, detail-oriented and empathetic. You must be willing to go above and beyond to ensure our customers trust us, and feel supported at every step of the way, and embody Lalo’s mission, value, and voice. In addition, you will work side by side with the Lalo team to have a thorough understanding of Lalo’s products. This is a fully remote position.
You will:
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Be the face of Lalo, communicating with customers and potential customers on product and order needs - this will be via phone, email, chat and text
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Identify and log the needs of each customer interaction through our helpdesk tagging system
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Report product issues as they come in
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Work with the CX team leads to identify trending support needs
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Collaborate with the CX Team to identify projects that will make our customers' experiences even better
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Continually perform Quality Assurance checks on our website experience (are links working, images showing up where they’re supposed to, is the language up to date
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Become an expert in all things Lalo to serve as a consultant on our products
You're a good match if you're:
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Experienced with 1+ year of customer support
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Technically savvy and nimble - we use a lot of software technology to support our sales process
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Are an empathetic listener and a problem solver - You will hear from customers on situations you’ve never considered, and your job is to understand and fix.
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An excellent communicator - You clearly walk the customer through the resolution and set expectations
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A proactive thinker - you can anticipate what a customer needs and provide well thought out solutions without them having to ask
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Comfortable making judgment calls. You quickly understand the issue and create a personalized experience and you tailor the solutions when necessary
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Growth minded
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Someone who values high quality experiences
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Available 10-25 hours per week
Perks:
Flexible and remote work opportunity
Employee discounts on products (you'll always have the best baby gift!)
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