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Customer Service Representative

2 months ago

Sydney, New South Wales, Australia Airtree Ventures Full time

About Airtree Ventures

Airtree Ventures is a leading venture capital firm that invests in innovative startups. We're excited to support our portfolio company, Fetch, in hiring a mission-critical role that will drive customer satisfaction and operational excellence.

About the Role

We're seeking a highly skilled and experienced customer service professional to lead our customer service function. As a key member of our team, you will be responsible for providing operational support and guidance to our customer service team, including hiring, training, and performance management.

Key Responsibilities

  • Team Support: Provide operational support and guidance to our customer service team, including hiring, training, and performance management.
  • Customer Delight: Create seamless and joyful customer interactions to ensure pet parents have a great experience.
  • Process Design: Improve the efficiency and scalability of our customer service operations, including working with tech to build out AI across the stack.
  • Risk & Compliance: Identify and respond to risks, being aware of key insurance legislation.
  • Support Pet Parents: You'll need to be ready to jump in and support pet parents directly, including via chat and calls during difficult moments.
  • Performance Monitoring: Track and improve key customer service metrics to ensure customer happiness and operational excellence.
  • Content Creation: Review and update customer communications across Fetch.

Requirements

We're looking for a candidate with a track record of leading a customer service team, with a focus on coaching and development. You should have experience working in a fast-paced, tech-led operation with amazing customer service, and be comfortable with tools like Intercom, Notion, and AI.

What We Offer

We offer a competitive salary, flexible working hours, and a supportive, family/pet-friendly work environment. You'll have the opportunity to scale a startup by 10x over the next 2 years, and be part of a team that's passionate about delivering exceptional customer service.