Customer Experience Manager

AptDeco (YC W14) is a fast growing NYC based start up and looking for highly motivated, personable self starters to lead our efforts within customer experience - basically ensure the ship is running smoothly. At AptDeco, amazing service is our core. AptDeco is a marketplace for buying and selling quality preowned furniture with pick up and delivery built into the service. Our customers love us because we take care of all the logistics on their behalf. The right person will be comfortable in an "all hands on deck" environment, loves solving people problems and can thrive in a fast paced startup culture. This role is all about bringing AptDeco love to our users. You are...
  1. A utility player. You're willing to find resolutions to customer issues early, late and often.
  2. Self-driven. You have superior organizational skills, integrity and great follow through on tasks. You don't get overwhelmed easily...
  3. Naturally curious. You're innovative, extremely creative and constantly looking for ways to improve upon things.
  4. Graceful. You are self aware, well-spoken on the phone and eloquent in emails. You'll humbly be the voice of AptDeco.
  5. Fun. You're a charismatic people person who can talk to anyone; you're flexible, fearless, and excited to help build something awesome and share it with the world.
  6. Motivated. You understand the impact of a highly-satisfied, excited crew of users; you are slightly obsessive-compulsive about grinding away at issues.

Your responsibilities:

You'll be tasked with supporting our users with OMG-Amazing service and inspiring a growing user base to share the AptDeco experience. You'll have great opportunities to develop & foster various skill sets:
  • Tame upset customers and turn them into passionate evangelists. Respond to emails & support issues promptly.
  • Monitor Twitter, Facebook & other relevant sites and actively participate in discussions across communities, social networks & blogs.
  • Identify new ways to get the AptDeco experience in front of new users.
  • Work closely with our engineering & operations teams to streamline process and assist in intelligently scaling a vibrant business.
  • Identify and engage community advocates who are equally passionate about making buying & selling used furniture a breeze.
  • Coordinate logistics between buyers, sellers and moving partners
  • And much more

Your qualifications:

  1. College degree from an accredited 4 year institution
  2. Experience in a customer service / technical support environment with a desire to help people
  3. Ability to multi-task, think outside the box and be a complete self-starter
  4. Have experience problem solving complex customer issues
  5. Strong organizational, analytic, written and verbal communication skills
  6. Excellent time management skills and self-motivation
  7. Previous experience working at a start up is a huge plus
Bottom line: You have to be ready to hustle! You must be ready and excited to get your hands dirty and help build a growing business. You're the customer advocate and need to bring the voice of AptDeco to NYC..


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