Customer Support Representative

ALSO.; Seattle (WA); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

Robust health coverage

One Medical membership

Fertility and family benefits

Flexible time off

401(k) match

Job summary

ALSO. is seeking a Customer Support Representative to join our Seattle team and serve as the first point of contact for customers exploring and purchasing our EV products.

You will handle inquiries across phone, email, live chat, and social media, guide customers through orders and payments, track orders, process returns, and resolve issues with a professional and empathetic approach.

Qualifications

• Exceptional communication: clearly, empathetically, professionally. Excellent listening to document issues.
• Passion for ALSO’s mission and products.
• Technical troubleshooting: learn and apply product knowledge to diagnose issues.
• Strong critical thinking to resolve complaints efficiently.
• Customer-focused mindset: put the customer first.
• Adaptability and multitasking across channels.
• Team collaboration with sales, service, logistics, and product teams.
• Attention to detail in records of interactions and feedback.

Responsibilities

• Handle inquiries via phone, email, live chat, and social media.
• Provide pre-sale support and guide customers toward the right product and process orders.
• Track orders, modifications, cancellations, returns and refunds.
• Maintain a professional, positive, and empathetic attitude.
• Resolve customer complaints, escalate when appropriate.
• Develop product knowledge to provide solutions and educate customers.
• Troubleshoot and diagnose technical or mechanical issues with products.
• Coordinate with other departments to resolve issues.

Skills

Communication

Product passion

Technical troubleshooting

Problem-solving

Customer-focused

Adaptability

Team collaboration

Attention to detail

Job description

About ALSO.

We’re ALSO, an electric mobility company originally conceived as a part of Rivian. We’re a passionate team of builders, dreamers, doers and innovators, focused on creating entirely new (not to mention, innovative and delightful) vertically integrated, small EVs designed to meet the global mobility challenges of today and tomorrow. Our mission is to inspire everyone to ride ALSO—replacing many local car, truck and SUV miles with ones on vehicles that are more affordable, more enjoyable and 10-50x more efficient.

ALSO is seeking a Customer Support Representative that is looking to work in a fast-paced start up environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase transcendental products from ALSO.

What You'll Do

• Handle customer inquiries via phone, email, live chat, and social media.
• Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments.
• Help customers track orders, manage modifications and cancellations, and process returns and refunds.
• Maintain a professional, positive, and empathetic attitude during all interactions.
• Manage and resolve customer complaints, escalating to a supervisor when appropriate.
• Possess and apply deep product knowledge of ALSO’s products to provide solutions.
• Troubleshoot and diagnose technical or mechanical issues with ALSO’s products.
• Educate customers on product features, benefits, and maintenance.
• Manage warranty requests and claims via 3rd party platforms.
• Coordinate with other departments, such as product, shipping, and sales, to resolve issues.
• Communicate customer feedback to internal teams to improve offerings and develop efficiencies.
• Proactively follow up with customers to improve their experience.
• Develop new ways to engage customers, such as creating new documentation and help center articles.

What You'll Bring

• Exceptional Communication: Proven ability to communicate clearly, empathetically, and professionally. This includes excellent listening skills to accurately understand and document customer issues.
• Passion for the Product: A personal passion for ALSO’s mission and products.
• Technical Troubleshooting: Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues.
• Problem-Solving Skills: Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively.
• Customer-Focused Mindset: A natural inclination to put the customer first, prioritizing their satisfaction and overall experience.
• Adaptability and Multitasking: The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure.
• Team Collaboration: Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues.
• Attention to Detail: Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback.

The salary for this position ranges from $20 - $27 per hour, depending on experience and qualifications. This position will be 3-5 days a week based in our Seattle office.

Perks & Benefits

• Robust health coverage. Excellent health, dental and vision insurance covered up to 100% by Also. with FSA & HSA options.
• One Medical membership and dedicated insurance advocates.
• Rich fertility and family building benefits with Progyny.
• Flexible time off.
• 401(k) match.

Why ALSO.

We’re passionate about helping the world find a better way to get there—wherever it is you’re headed.

We’re located in the heart of Silicon Valley and have brought together a world-class team from some of the biggest brands in the technology, automotive, cycling, outdoor recreation and retail spaces.

Together we’re working hands-on to imagine, design and build an entirely new solution to a global set of transportation challenges.