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Customer Experience Associate (MST/PST)

Hearth Display

Hearth Display

Customer Service
Posted on Saturday, March 30, 2024

About Us

Hearth is an early-stage company with a mission to make parenting easier. Our vision is a world where parents don’t constantly have to be “super-heroes” by carrying the mental burden of home organization, where kids are empowered to have ownership of their day-to-day activities, and where families can have the security that their loved ones are taken care of. We have a passionate following of parents and customers who crave more positive and collaborative moments at home and in their communities.

We are a women-led and VC-backed seed company that values family and diversity throughout all aspects of our business and product. Our team is excited about building within the intersection of physical and digital with backgrounds in digital product, architecture, EdTech, and product development. Read more about us here!

The Role

Hearth is expanding our Customer Support team! As we onboard an increasing number of new families, and interest in Hearth grows, we’re looking for a dynamic customer support team member with a strong background in supporting consumers onboard to a technical product. In order to extend our support hours, this position will work West Coast hours.

Hearth Display is an early-stage company with a mission to make parenting more fulfilling. Our vision is a world where parents don’t constantly have to be “super-heroes” by carrying the mental burden of home organization, where kids are empowered to have ownership of their day-to-day activities, and where families can have the security that their loved ones are taken care of. We have a passionate following of parents who crave more positive and collaborative moments at home and in their communities.

In line with our mission this role will be a highly visible representation of that. Empathy, humanity, professionalism, and understanding are paramount. We wear many hats: tech support, organizational soundboard, advisor, and feedback collector.

This role will spend a lot of time engaging with customers who are actively using our product, so eagerness to become a product expert is a must. You’ll help us respond to contacts in a timely fashion, support & educate families, collect customer feedback and feature requests, and participate in the general functions of the Customer Experience team.

Responsibilities:

  • Engage in Technical support and General customer support inbox, assisting active and prospective with understanding all things Hearth Display.
  • Use opportunities to educate potential/existing customers & create positive connections with Hearth.
  • Follows up with customers throughout the interaction to ensure a WOW Customer experience (CX).
  • Understand when to escalate situations depending on type of contact and who is contacting.
  • Maintain the highest level of compliance and sensitivity to personal customer information.
  • Pacific/Mountain time zones preferred - this position will work West Coast hours.

About You:

  • Keen interest in technology & consumer products and how they work - especially in the family solutions-oriented tech space
  • Able to effectively and clearly communicate technical troubleshooting steps in long (email) or short (comment) form
  • Adapts quickly in a fast-paced, complex environment while quickly learning new concepts and processes
  • Shows empathy while providing thoughtful and prompt resolutions.
  • Excellent verbal, written, and interpersonal communication skills
  • Good decision-making and critical-thinking skills
  • Communicate with and understand the needs of internal and external stakeholders
  • Basic knowledge of Excel, strong verbal, written, and presentation skills
  • Strong analytical reasoning and problem-solving skills
  • Has a growth mindset and is a strong team player
  • Natural curiosity that can challenge and transform business processes in a fast-paced environment
  • Is solution-oriented and can confidently make decisions

Compensation

  • We offer a competitive salary ($40,000-$50,000)
  • You’ll get generous equity as an early member of our team
  • We offer health insurance, a 401K, multiple team offsites per year, and other team benefits
  • Compensation commensurate with experience

Interested? Contact:

  • Email: hiring@hearthdisplay.com
  • Please submit your resume and answer the following question (resumes without this answer will not be considered):
  • Scenario: Our packaging is a box that opens like a clamshell - there are two sides. In the box, you should find the display in between two layers of foam that encase the Display. On top of the top layer of foam, the mount is housed. Underneath the Display, the installation booklet and screws are kept.
  • We receive this email from a customer. How would you respond?:
  • “I opened my package and saw my display - it’s beautiful! I see the screws, but there was no mount included in my shipment. Can you ship me a mount, so I can hang my display?”