About Floyd

Floyd is changing the way people buy and engage with furniture. Our products are built around the idea that well-designed furniture should be accessible, long lasting, and ship to your door (not to mention beautiful!). We create innovative products that challenge the common convention of furniture and the experience buying it. Floyd is a venture-backed company with over $6m raised to date.

Role Details

Floyd is looking for Customer Experience (CX) Team Members to take our on-the-web (& occasionally on-the-phone) customer experience to the next level on a Part-Time basis, up to 32 hours per week.

Quite simply, Floyd CX Team Members play an irreplaceable role in our success as a company. The perfect CX-er aspires to be a fantastic advocate for our customer, delivering superior service and helping design the best service policies and infrastructure in our field.

A flexible schedule and weekend hours are required. Stellar communication skills, a strong work ethic, and high levels of empathy are fundamental to this position. We want people who are ready to take on a variety of responsibilities while simultaneously executing at a high level of tough service issues. And since we’re pushing the needle on what it means to be a furniture company, your job will be fast-paced and ever-evolving — we promise you won’t be bored!

You will report to the CX Team Manager and the Head of Floyd Experience. Accepting applications on a rolling basis; qualified applicants will be contacted to interview if/when there is an open position on the team.

What You'll Do

• Act as the voice of Floyd on the front lines with customers
• Help to manage email, live chat & phone enquiries, as well as social media comments/DMs as they relate to customer support
• Quickly and thoroughly solve problems for customers any time deliveries, transactions and experience don't go 100% as planned
• Respond to customer reviews
• Handle returns and refunds seamlessly
• Communicate trends and metrics in customer feedback across the Floyd team

This Might Describe You

• Very strong written and communication skills
• Extremely accountable & open to a changing schedule
• Self-starter who is comfortable taking initiative
• Strong sense of urgency
• People person (& passion for helping others)
• Comfortable working under pressure and balancing multiple tasks at once
• Ability to learn and adapt quickly (you have a unique ability to think on your feet)
• Ability to be managed and receive feedback
• Ability to work independently as well as in collaboration
• Committed to values of accountability, transparency, creativity, and cooperation
• Strong problem-solving skills
• Fluency with Google Applications & Microsoft Office (Docs/Sheets/Drive/Forms/Excel etc)

Benefits

• Competitive hourly pay
• Ability to work remotely, while having the opportunity to come to HQ
• Amazing mission-driven (& fun!) work culture
• Company retreats & outings!