B2B Customer Success Representative

2 weeks ago

Toronto, Canada Branch Full time

A BIT ABOUT US

Branch is shaking up the $46B office furnishing industry to build an office experience for the 21st century: easy, affordable and flexible so you can sit down (or stand) and get to work.

We're headquartered in NYC and backed by the investors behind real estate disruptors like Breather, Stay Alfred and View The Space—along with household brands like Quip and BuzzFeed. Our founders arrive with experience in partnerships, real estate acquisitions and venture building at leading real estate tech companies like Breather and Redfin.

We're a dedicated team that thrives on innovation, accountability, and a growth mindset. We value written communication and promote work-life balance. Our team is spread across Canada and the US, with this position preferably hired in the Toronto area.

THE ROLE

You will be the main point of contact for our clients, assisting them in navigating our products and services, understanding their unique needs, and providing personalized solutions.

Your duties will include guiding customers through the post purchase experience, installation and delivery experience in addition to offering product recommendations based on their specific requirements, and answering any inquiries they may have. You will also work closely with our sales and operations teams to deliver a seamless experience, ensuring that orders are processed efficiently and delivered on time.

As a passionate advocate for customer satisfaction, you will constantly seek opportunities to enhance customer experience and loyalty. Whether it's conducting post-purchase follow-ups, soliciting product feedback, or resolving any post-sales concerns, you will play a pivotal role in retaining our customers and fostering long-term partnerships.

In your first thirty days at Branch, you’ll learn the ins-and-outs of our furniture offering, become familiar with our customer support tools and processes, and begin to help us provide best-in-class support to our growing B2B customer base.

This role is full-time from Monday-Friday preferably based in Toronto area but flexible based on the right candidate. This role will report directly to the B2B Customer Success Senior Team Lead. The successful candidate will service customers in both the United States and Canada.

Our Mission: Be the benchmark for exceptional customer service, where our current and future customers’ satisfaction is our top priority.

Key Responsibilities

  • Supporting both Large E-commerce and B2B customer communications on our key channels (email, phone, live chat)
  • Creating an environment that builds lasting connections with clients and colleagues
  • Assisting customers with questions about our furniture, shipping policies, and facilitating the resolution of any issues arising throughout the clients’ journey
  • Processing everything around orders, exchanges, returns, and specific requests in a timely manner
  • Supporting and interacting with the Operations, Sales, and Growth teams on a daily basis
  • Actively contribute to the company’s Customer Satisfaction, Net Promoter Score, and revenue targets
  • Collaborating with the Customer Success Team, Operations Team and the greater Branch team to iterate upon and scale our client experience processes
  • Keeping up-to-date with the ins-and-outs of Branch’s furniture offerings
  • Facilitating in-person showroom tours in our Toronto Showroom
  • Assisting with showroom maintenance - ensuring the space is welcoming to all

What We’re Looking For

  • 3+ years of experience in a customer-facing role (ex. customer experience, retail, or hospitality role)
  • Outstanding written and verbal communication
  • Someone who gets excited about taking ownership vs. being given direction
  • Being ready to build, not just maintain the status quo
  • Always chasing challenges and solutions with a “make it happen” attitude
  • Track record of successfully dealing with complex problems that involve multiple stakeholders with different (sometimes conflicting) interests
  • Organizational skills and attention to detail

Bonus Points

  • Experience providing client support with a SaaS ticketing system (FreshDesk, Front, Hubspot, Zendesk, or similar)
  • B2B customer support experience
  • Delivery and installation experience
  • An interest in real estate, furniture, and/or the built environment
  • Former colleagues tell us we’d be crazy not to hire you
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