Customer Experience Specialist
7 days ago
Aviron, a remarkable company supported by Y-Combinator, is transforming fitness with its innovative game-based workout equipment, leading the way in fitness entertainment. Backed by Y-Combinator, known for fostering pioneering startups like Airbnb, Dropbox, and Instacart, Aviron has thrived. With an injection of $23.5M USD in funding, we have been experiencing substantial growth annually since our inception.
Founded on the principle of making fitness engaging through advanced gamification technology, Aviron is not just a product; it's a vision to revolutionize how our community stays motivated. Our distinctive approach combines the fun of gaming with the advantages of exercise, creating an enjoyable, effective, and even addictive experience.
We welcome you to explore our community and witness the impact of Aviron firsthand.
Aviron Is Right for You If
- You seek a role that emphasizes personal and professional development
- You desire to work in a flat organization with friendly individuals who value merit and good work
- You are self-motivated and deliver exceptional results
- You dislike office politics
- You aim to take ownership of your work from start to finish
- You wish to receive ample support and resources, including budget, to complete your tasks
- You are eager to make a difference and contribute to the company's growth
Position Overview
Aviron is seeking to recruit a skilled and customer-focused individual to join our team as a Customer Experience Specialist (CXS). In this position, you will communicate through various channels such as live chat, phone, and email, acting as the primary contact for all customer inquiries.
You are well-suited for this role if you enjoy interacting with customers, have outstanding customer service and organizational skills, love delving deep into new products to understand them thoroughly, and are adaptable, dynamic, and ready to take on the challenges of working for a vibrant start-up.
Our customer support is available from 9am-9pm, 7 days a week, requiring availability for all possible shifts. Current shifts are 9am-5:30pm and 12pm-9pm ET (subject to change). Schedules are predetermined, allowing for two consecutive days off each week.
Job Summary
- Maintain a comprehensive understanding of all company products, channels, and policies
- Respond to customer inquiries and complaints via multiple channels, directing complex issues to the Tech Support Team
- Handle order processing, cancellations, returns, and account verification
- Initiate shipping claims for failed deliveries
- Possess skills in time management, multitasking, and prioritization
- Conduct product demos via video calls to educate potential customers on hardware and software features
- Complete assigned ad hoc projects and fulfill other requested duties
Qualifications
- 1+ years of experience in a customer service or related role
- Excellent verbal and written English skills
- Fast and accurate typing ability in live chat environments
- Problem-solving aptitude for addressing customer issues
- Familiarity with CRM systems
- Experience with Netsuite is a plus
- College diploma or University degree preferred
What We Offer
- $5,000 annual education allowance to support your development and growth
- Unlimited Essential Days for unforeseen events
- 3 weeks of vacation for relaxation and leisure
- Employee Stock Ownership Plan for all team members
- Annual discretionary bonus to recognize employees' hard work
- Free rower to join the Aviron community
- Team on-sites in our Toronto office three times a year
- 100% employer-paid benefits for improved employee well-being
- State-of-the-art technology, including a laptop and large screen
A Few More Things
Our customers appreciate our friendly, passionate approach and our commitment to going above and beyond. They are consistently impressed by the high-quality physical product and software experience we deliver. We take pride in our product and market position as a team that was recently bootstrapped. We are seeking an individual who can match and enhance our passion and dedication during this exciting phase for our company.
Aviron is headquartered in Toronto, Canada, with a predominantly remote team across Canada, the U.S., and Asia. Please note that this position requires residency in Canada.
Aviron is an equal opportunity employer, offering a supportive and inclusive work environment where everyone has the chance to grow with us. If you need any accommodations, please inform us.
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