Customer Support Representative

Job Description

Zola is looking for upbeat, organized, and empathetic individuals to join our team as a Customer Support Representative. As an agent, you will help newly engaged and recently married couples navigate their wedding planning journey as well as provide support for their wedding guests, family and friends.

POSITION HOURS 

We are currently recruiting for candidates committed to working 40 hours each week on a Sunday-Thursday daytime shift. This is a temporary 6-month contract position with the opportunity to convert into a full-time offer based on role availability and overall performance. 

RESPONSIBILITIES 

Customer Service: 

• Manage a high volume of inbound phone calls [30-50 calls per agent per day]
• Continually meet productivity expectations (min. 7 contacts per hour & 90% CSAT)
• Ensure customers receive a quick response time by staying on top of assigned tickets
• De-escalate situations involving dissatisfied customers, offering patient assistance
• Provide education and troubleshooting of product features and site navigation
• Collaborate with other agents to identify pain points and brainstorm solutions
• Leverage technology and creative thinking to improve overall customer experience
• Be an empathetic ear as couples navigate what is one of the most joyful and exciting, yet stressful experiences of their lives!

QUALIFICATIONS 

• The ideal candidate must have at least 6 months of experience working in a call center, e-commerce, customer service, retail, hospitality, or a related industry
• Verbal and written fluency in English is required
• Acute attention to detail and process
• Ability to remain cool, calm, collected, and organized, even in times of high volume
• Ability to empathize is a must — wedding planning can be a stressful time, and your role is to be a problem-solver, advocate, and concierge for the newly engaged couple and their wedding guests
• Must be proficient with computers – able to navigate multiple tabs, and learn new programs quickly. Experience working with Mac software is highly desirable.
• Ability to represent Zola and be the voice of the company while handling customers in a professional manner

The salary for this role is $20 an hour.

About Zola

We're Zola, the wedding company that will do anything for love. We're reinventing the wedding planning and registry experience to make the happiest moment in our couples’ lives even happier. From engagement to wedding and decorating your first home, Zola is there, combining compassionate customer service with modern tools and technology… all in the service of love. 

We built our entire platform from the ground-up in 2013, and quickly became the fastest-growing wedding company in the country. Our team has deep experience creating award-winning online and mobile products that are helpful, intuitive, and simply magical. We’re proud to have investor partners including Female Founders Fund, Comcast Ventures, Goldman Sachs, Canvas Ventures, Thrive Capital and Lightspeed Venture Partners, among others. 

We are passionate about supporting all forms of love, and we’re proud of our thriving community of over 2 million couples. We strive to hire a team that is as beautifully diverse as the couples getting married today, and we encourage individuals from every race, gender identity, age, sexual orientation, ethnicity, marital status, religion and perspective to apply. Zola will always be a place where every employee, couple, wedding guest, wedding vendor, and partner will be respected and accepted and valued. 

Our headquarters is in NYC. Come work with us!