About the client:

Our client is a fast-growing DTC (Direct to Consumer) brand within the dental care space that is revolutionizing how dental products are produced, removing all the traditional barriers and letting customers order directly from our client’s labs.

Our client is looking to grow with exceptional superstars who are passionate about what they do and have the right attitude.

About the role:

We want a detail-oriented independent self-starter who loves helping customers solve their problems throughout their purchase journey with us. You are someone who is willing to invest time in understanding our product, how it works, and why it’s so important for our customers to get the right dental care product to ensure healthy teeth. You’re also willing to deeply troubleshoot more complex customer concerns as it relates to their dental product. You’ll be at the front line in communication and the voice of our brand, helping answer pre-sales and post-sales queries through email, chat, and social media.

You’ll also be responsible for managing the day-to-day of our ecommerce operations which would include coordinating customer orders, fulfilling and managing shipments through our logistics partners, and maintaining the customer database used by our Lab team.

You'll also be multitasking and wearing different hats, including reporting, data-related, and executive assistant-related tasks for the company's two co-founders.

We believe the right candidate is extremely detail-oriented and technology-savvy, organized and responsible, empathetic towards our customers, and has excellent written communication and customer care skills (we consider these qualities critical for success in the role). The right candidate will also be able to understand and communicate with cultural nuance.

The right candidate has a “happy to help” attitude with an ability to get things done efficiently and effectively. He or she will have great pride and ownership in their work.

Oral and dental care interest and/or experience is a huge plus but not a hard requirement.

What you’ll be doing:

• Helping our customers through our various support channels and guiding them through our product journey (pre and post purchase)
• Support more complex “Tier 2” customer service issues involving their custom made dental product by understanding our product deeply and collaborating with team members via Slack
• Communicate with customers in a conversational style that’s friendly and helpful, yet credible, concise, and informative at the same time
• Managing orders with our ecommerce system on-time and accurately, including processing orders, fulfilling orders and co-ordinating orders with our lab department
• Update our customer database and maintain real-time accuracy to ensure the lab team has the most current information
• Support other e-commerce-related efforts (marketing, analytics, reporting, etc)
• Helping the founders with their executive assistant day-to-day tasks and calendar management
• Overcommunicate with the team through Slack and ensure all the information is extremely accurate and circulated to all stakeholders

Who are we looking for?

• 3+ years of proven experience in customer service roles for ecommerce
• Extremely detail-oriented and highly organized
• Highly flexible and adaptable; no job is beneath you
• Strong multi-tasker and great with moving parts and multiple balls in the air. Doesn’t drop the ball and has strong pride and ownership in your work
• Good critical thinking and problem-solving skills (ability to dive deep into a customer support issue)
• Notices errors, glitches, and things that may fall through the cracks
• Excellent writing skills - able to communicate concepts and information clearly and concisely (excellent spelling and grammar are a must)
• Experience with Airtable, Shopify, Gorgias, and Slack are a plus (or other similar platforms)

Position: Customer Care Specialist

Remote Status: Fully Remote

Preferred Location: Pakistan

Working Hours: 8 am to 5 pm EST

Holidays: 20 PTO days per year (Can be used for US or local holidays, etc. and accumulates over the year.)

Salary: PKR 130,000 to PKR 175,000 per month

Internal Job ID: BT0047-Islamabad