Customer Experience Specialist

Company Description 
Mockingbird is a venture capital backed direct-to-consumer baby products brand that launched in early 2019 with strollers and accessories. As a disruptor in the baby industry, we empower millennial parents with beautiful, high quality products at a meaningfully lower price point, and a relentless devotion to customer satisfaction. 
 
We are currently seeking a Customer Experience Specialist to join our small but mighty team. You would be able to contribute meaningfully to a fast-growing early-stage company, and work directly with the CEO and Directors. 

Responsibilities 
  • Act as the voice of Mockingbird on the front line with customers via email, live chat, phone, text and social media
  • Own customer issues efficiently and effectively, from start to finish, utilizing empathy and creative  problem solving skills 
  • Create intimate connections with customers by going above and beyond to provide best in class support
  • Develop detailed product and industry knowledge in order to help customers through their decision process and provide personalized recommendations 
  • Garner insights from customer feedback to relay strategic improvement recommendations internally across product, marketing, and service

Qualifications
  • Previous experience demonstrating excellent problem solving skills 
  • Strong EQ, with a desire to understand customers and their motivations 
  • Calm in stressful situations 
  • Personable and relatable, with the ability to connect with customers 
  • Strong oral and written communication, with a keen eye to determine whether a situation calls for more formal or colloquial language 
  • Self-starter who can work independently and think on their feet 
  • A willingness to proactively challenge the norm, continually pushing us to deliver better service than we did the day before 
  • An interest and/or experience in baby products and/or parenthood 

Requirements 
  • Bachelor’s Degree 
  • Legally authorized to work in the USA 

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