Customer Service Assistant at Papier

HipHopTune Media; Friendly (MD); Remote; USD 35,000 - 55,000; Full time

Job description

Papier is seeking talented individuals with excellent communication skills to join their team as a Remote Customer Service Assistant.

About the Company

Founded in May 2015, this London-based startup has quickly gained recognition as one of the UK’s fastest-growing companies, earning a spot in the Sunday Times Tech Track Top 100. With approximately £15 million raised since its launch, Papier is transforming the online personalization industry. The company offers a seamless user experience and provides beautifully designed, personalized products—including greeting cards, wedding invitations, stationery, and notebooks—delivered on-demand to customers worldwide.

Position: Customer Service Assistant

Job Type: Full Time

Location: Remote

About the Role

We are looking for remote Seasonal Customer Service Assistants to join our Customer Service Team for three months over our busiest period (Black Friday and Christmas). Reporting into our UK Customer Service Manager, you will be the enthusiastic and friendly face of Papier, and the first point of contact for all our customers. Our customer service team is based in-house and has a detailed knowledge of all of our product ranges. They work closely with our Operations and Tech team to ensure everything is running smoothly for customers and that we are proactive in our communication when there are any issues.

You’ll be a great communicator who has an eye for detail and can help customers with everything from perfecting a notebook design to tracking down their parcel. You’ll be willing to go the extra mile to give every customer the best possible experience.

If you are looking for a short-term role that gives you exposure to many aspects of a fast-paced startup, then this role will suit you.

Main Duties

• Provide support to Papier customers via email, live chat, and WhatsApp.
• Carefully follow established procedures to ensure customers get the correct information and a speedy resolution to their issue.
• Communicate with other team members, external print partners, and 3PLs to answer questions and troubleshoot problems throughout the customer’s journey with us, from their first visit to our website to their Papier package landing on their doorstep.
• Collaborate with design, operations, or tech when something is not working or looks incorrect.
• Follow the direction of the shift supervisor to prioritize tickets based on what is in the inbox that day.
• Customer questions include using the online editor to create personalized gifts for the holiday season, advising customers on how to edit their order, and answering questions about the format of each of our products.

Qualifications

• 1+ years experience in customer service, preferably within an ecommerce business.
• A quick learner who is happy to be hands-on and is not afraid to ask questions.
• Experience of working within a team to meet SLAs or KPIs and a high standard of engagement with customers.
• Excellent written and spoken English.
• Knowledge of Zendesk, Freshdesk, Intercom, or similar customer service software is preferable, but not essential.
• Have a quiet working environment at home with access to high-speed, private internet.
• 3-month fixed-term contract from 5th November to 31st January.
• 9:30 am to 6:00 pm schedule Monday through Friday, plus one weekend of work during the contract.
• Generous Staff Discount.
• One paid wellness hour per week.
• Two paid UK Bank Holidays (Christmas Day and Boxing Day).
• 6 days of annual leave.
• Friendly and fantastic team!

Required Documents

• CV/Resume

Application Process

Interested and qualified candidates should kindly CLICK HERE to learn more and apply.