*Chat and Email Customer Support (Non-voice)
【 About the role 】
Tomofun Customer Support team cares deeply, genuinely, and passionately about customer needs, and strives to provide a world-class support experience to our customers in making our customer-centric company successful.
You will possess a helpful and professional attitude to exhibit diplomacy, tact, and poise under pressure, as well as a strong sense of curiosity to solve problems when working through customer issues.
You have the ability to thrive in an autonomous, fast-paced environment with minimal oversight and enjoy immersing into the culture of Tomofun, the pet tech industry, and the fast-paced expanding information technology age.
【 About the company 】
At Tomofun, we LOVE pets and technology. Our vision is to bring joy and innovation to every pet lover in the world.
We are pioneers in the pet tech industry. Our debut product, Furbo - the world's first AIoT treat-tossing dog camera, is the #1 bestseller on Amazon in 15 countries including the US, UK, and JP, and has millions of users in 113 countries. In 2019, we launched an AI-powered subscription service, the Furbo Dog Nanny which sends smart alerts to our users to notify them to check on the safety of their dogs when they are home alone. Since the launch of Furbo Dog Nanny, we have saved hundreds of dogs' lives and are continuing to innovate and develop new features with our state-of-the-art technology.
The learning curve is steep. But the work is exhilarating. Tomofun is on the cusp of a pet-tech boom, and we’re looking for smart, innovative thinkers who aspire to incredible things.
【 What you'll do 】
- Uphold company values and strive to always bring joy and innovation to every pet lover in the world.
- Effectively resolve customer inquiries in a considerate, accurate, timely, and professional manner.
- Articulate and escalate technical issues clearly and concisely by identifying customer needs and communicating them to the relevant teams and working closely with product teams to monitor the performance of products.
- Triage incoming requests and identify trends/patterns across the customer base to flag issues as well as potential solutions for the rest of the team.
- Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation.
- Maintain a positive, customer-focused attitude at all times.
【 Who you are 】
To be successful in this role, you must have…
- HUGE, ENORMOUS love for pets and passion for solving pet parents' problems!
- With 2 years or more exceptional customer relationship experience, with a focus on answering any/all inbound customer-related questions.
- You have superior communication skills - clear, concise, and able to handle stressful conversations and the ability to interact and connect with many types of personalities.
- You genuinely like talking to people and enjoy providing solutions to everyday problems.
- You are a passionate problem solver, who can swiftly identify the root cause of an issue.
- A knack for quickly learning new technology and the ability to quickly and efficiently problem solve and troubleshoot - if you don't know the answer, you know where to look and who to ask.
- Positive, empathetic, and uplifting attitude at all times.
- You want to be part of a team where you will have a direct impact.
It’s Not Required, But Awesome If You Have..
- Experience writing instructional content, creating and maintaining a knowledge base or educational resources on several different platforms.
- Have had team subject matter expert or team management experience.
- Technical Support and IT background.
- Worked cross-functionally with multiple teams to identify and resolve issues, as well as areas for improvement. Ability to identify pain points and propose solutions.
- Flexibility to work when needed, even nights and weekends.
【 Perks & Benefits 】
- The rare opportunity to work with an international team who have a passion for changing the world.
- You'll be joining us early enough to have the privilege of working and learning alongside a team that’s redefining customer service in a rapidly growing company.
- Experience the joy of connecting with colleagues and their furry babies as you embark on playful pet meet and greets regularly, fostering a vibrant and inclusive workplace culture.
- Come to work as you are, there is no dress code!
- Travel to our Taiwan HQ Office for Training and Immersion.
- Comfortable and creative working environment. It’s just like your home!
- Love to eat? Snacks for everyone!
- Monthly Team Lunch and Team Buildings!
- HMO coverage on your first day!
#LI-HYBRID
