US Seasonal Customer Service Representative (3 month contract (Nov-Jan)

Papier is a VC-backed consumer stationery brand that sells online and ships direct to customers. Papier launched over in the UK in 2015 and has been growing rapidly in the US since launching here in 2018, putting the US on course to become our largest market.

Growth has been fueled by over ~$15m of venture funding to date and we are on the verge of securing Series C to help accelerate this still further.

Alongside in-house collections, Papier collaborates with upcoming artists, iconic brands and exciting fashion labels to curate its emporium of notebooks, notecards, diaries, and journals. Our mission is to invite people to uncover the possibility of a blank page. We recently placed 8th on LinkedIn’s Top 15 UK Startups, and we are now seeking to support and strengthen our progress by building a team on the ground alongside our existing US partnerships. This role is paying $21 per hour.

What's the job?

We are now looking for enthusiastic remote Seasonal Customer Service Representatives to join our Customer Service team for the holidays and help Papier achieve our mission to inspire people to connect with each other more often and in more meaningful ways.

Reporting into the US Customer Service Manager, day to day you will be the friendly face of Papier and the first point of contact for all our customers. Our customer service team is based in-house and has a detailed knowledge of all of our product ranges. They work closely with our Operations and Tech team to ensure everything is running smoothly for customers and that we are proactive in our communication when there are any issues.

You’ll be a great communicator who has an eye for detail and can help customers with everything from perfecting a notebook design to tracking down their package. You’ll be willing to go the extra mile to give every customer the best possible experience.

If you are looking for a short-term role that gives you exposure to many aspects of a fast-paced startup, then this role will suit you.

What will you do?

• Provide support to Papier customers via email and live chat
• Carefully follow established procedures to ensure customers get the correct information and a speedy resolution to their issue
• Communicate with other team members, external print partners and 3PLs to answer questions and troubleshoot problems throughout the customer’s journey with us, from their first visit to our website, to their Papier package landing on their doorstep
• Collaborate with design, operations or tech when something is not working or looks incorrect
• Follow the direction of the shift supervisor to prioritize tickets based on what is in the inbox that day
• Customer questions include using the online editor to create personalized gifts for the holiday season, advising customers on how to edit their order and answering questions about the format of each of our products

Requirements

• 1+ years experience of customer service, preferably within an ecommerce business
• A quick learner who is happy to be hands on and is not afraid to ask questions
• Experience of working within a team to meet SLAs or KPIs and a high standard of engagement with customers
• Excellent written and spoken English
• Knowledge of Zendesk, Freshdesk, Intercom similar customer service software is preferable, but not essential
• Have a quiet working environment at home with access to high-speed, private internet
• A reliable laptop or desktop computer

Benefits

• 3 month fixed term contract November 5th to January 31st
• Generous staff discount
• Remote working
• 9 am to 5:30 pm ET schedule Monday through Friday plus one weekend of work during the contract
• Lunch break - 1 hour unpaid daily
• Wellness hour - 1 per week, paid
• Comes to 37.5 paid contract hours per week
• Friendly and fantastic team!
• 4 paid US Public Holidays (Thanksgiving, Christmas Day, and New Years Day, Martin Luther King Jr. Day)
• 6 paid days off