Customer Service Specialist

| Greater Boston Area
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Life at Superpedestrian is about creating the magic that people feel when they ride the Copenhagen Wheel. We are seeking a Customer Service Specialist who will serve our customers by providing them with product information and helping resolve service issues. You should have significant experience in direct customer service, and a history of exceeding your performance indicators. Familiarity with CRM systems and practices is a must. We are looking for a highly motivated individual who is adept at operating effectively during periods of high pressure while maintaining consistent results.

What you’ll do:

  • Provide our customers with accurate and complete information using multiple systems and customer relations tools.
  • Respond directly and independently to customer service inquires and recommend escalation of cases if needed.
  • Be empowered to implement original resolutions and create new service protocols.
  • Effectively prioritize and manage your own time while responding to a diverse range of customer inquiries.
  • Work closely with engineers, software developers, product managers and other support staff to provide comprehensive technical support for all of our products.
  • Engage with our customers in person and digitally using Salesforce Service Cloud, social media, live chat, and phone.
  • Assist in the creation of outgoing customer communications and participate in case review sessions.
  • Provide in-depth product demonstrations as needed.

What we’re looking for:

  • Proven experience in direct customer service with use of CRM systems.
  • The ability to provide compassionate, empathetic responses and solutions to complex problems.
  • The ability to independently provide accurate resolutions to customer service problems upon completion of training.
  • A natural interest in mechanical and technical systems.
  • Highly proficient in verbal communications, including strong phone skills.
  • Firm grasp of the written English language.
  • The ability to respond to customers in writing through a real-time chat interface.
  • Skill in translating complex ideas into easy to understand language.
  • Experience supporting consumer electronics or software applications is a plus.
  • Experience with bicycle maintenance and/or operation is a plus
  • The ability to travel domestically and internationally is a plus

This position is based in Cambridge, MA. If you do not live within daily commuting distance, please discuss your availability for relocation in your application.

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Location

84 Hamilton Street, Cambridge, MA 02139

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