Customer Support Representative

ALSO is an electric mobility company focused on creating innovative small EVs. They are seeking a Customer Support Representative to handle customer inquiries, provide product knowledge, and improve customer experience through various support channels. Responsibilities - 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 Skills - 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 - Proven ability to communicate clearly, empathetically, and professionally - Excellent listening skills to accurately understand and document customer issues - A personal passion for ALSO's mission and products - Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues - Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively - A natural inclination to put the customer first, prioritizing their satisfaction and overall experience - The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure - Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues - Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback - Experience in a fast paced customer support environment with a D2C brand - Experience supporting customers with pre-sale and technical support that includes EVs, E-bikes, consumer electronics or similar products - Experience working with Shopify or a similar ecommerce platform - The ability to handle contacts across multiple channels including email, chat, and voice - Clear and concise communication skills with the ability to create a strong feedback loop with internal teams 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. Company Overview - We’re ALSO, an electric mobility company originally conceived as a part of Rivian. It was founded in 2025, and is headquartered in Palo Alto, California, USA, with a workforce of 201-500 employees. Its website is https://ridealso.com.