Customer Success Representative

1 week ago

Toronto, Canada Branch Furniture 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 wherever you are. We pride ourselves as the industry leaders with record breaking NPS scores and chart topping customer satisfaction. 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, but this position will be based out of our NYC showroom.

**WHAT WE'RE LOOKING FOR IN THE ROLE**

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

Here's a closer look at what the role involves:
**Our Mission**: Be the benchmark for exceptional customer service, where our current and future customers’ satisfaction is our top priority.

**KEY RESPONSIBILITIES**:

- Assisting customers with pre and post sale questions about our furniture, shipping policies, and facilitating the resolution of any issues arising the customer journey
- Supporting and interacting with the Operations, Sales, and Digital teams on a daily basis
- Actively contribute to the company’s Customer Satisfaction, Net Promoter Score, and revenue targets
- Facilitating in person showroom tours in our Toronto Showroom at a minimum of twice per month.
- 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 in-and-outs of Branch’s furniture offering

**WHO'S THE RIGHT FIT FOR THE ROLE**
- ** Tech-Savvy**: You're comfortable with using various software tools and platforms, and you have a knack for quickly learning new technologies. Bonus points: you have maybe used a customer success software or tool.
- ** Excellent Communicator**: You have superb written and verbal communication skills. You're able to clearly and effectively convey information and instructions to both customers and team members.
- ** Problem-Solver**: You have a strong ability to identify key issues and opportunities for improvement. You're able to come up with creative and effective solutions to address these issues, and you're proactive about implementing these solutions.
- ** Customer Champion**: You're passionate about delivering exceptional customer experiences, and you're always looking for ways to delight our customers. You're able to champion the customer's perspective in your decision-making process.
- ** Adaptable**: You're comfortable working in a fast-paced work environment. You're able to adapt quickly to changes and you're comfortable wearing many hats.

**BONUS POINTS**
- Experience providing client support with a SaaS ticketing system (FreshDesk, Zendesk, Intercom, or similar)
- Customer Experience within an ecommerce environment
- Written and verbal proficiency in French
- An interest in real estate, furniture and/or the built environment
- Former colleagues tell us we’d be crazy not to hire you

Branch is proud to be an equal opportunity employer that celebrates individuality and uniqueness. We firmly believe that diverse perspectives, backgrounds, and experiences fuel innovation and creativity, ultimately making us a stronger and more effective team.

Our goal is to create a nurturing environment where all individuals are respected, appreciated, and empowered to achieve their utmost potential while being their true authentic self.

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