Customer Support Representative

Also, Inc.; Seattle, Northern (WA, KY); Hybrid; USD 28,000 - 37,000; Full time

Benefits offered by this job

Robust health coverage

One Medical membership

Progyny fertility benefits

Flexible time off

401(k) match

Job summary

ALSO is seeking a Customer Support Representative to join our Seattle-based team. You’ll be the first point of contact for customers, handling inquiries across phone, email, live chat, and social media.

You will guide customers through products, process orders, and manage returns, refunds, and cancellations with a professional and empathetic approach. Responsibilities include troubleshooting product issues, documenting interactions, and collaborating with product, shipping, and sales teams to

Qualifications

• Excellent communication and empathy to handle customer inquiries.
• Ability to troubleshoot product issues and guide customers to solutions.
• Strong written and verbal communication across channels.
• Comfort with documenting interactions and updates in a ticketing system.

Responsibilities

• Handle customer inquiries via phone, email, live chat, and social media.
• Provide pre-sale support by guiding customers to the right product and processing orders.
• Track orders, manage modifications and cancellations, and process returns/refunds.
• Maintain a professional, empathetic attitude in all interactions and resolve complaints by escalating when needed.
• Coordinate with product, shipping, and sales to resolve issues and communicate feedback.

Skills

Multichannel support

Customer empathy

Communication

Troubleshooting

Documentation

Team collaboration

Adaptability

Attention to detail

Tools

CRM systems

Live chat tools

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.