About Us
Hearth is an early-stage company with a mission to make parenting easier. Our vision is a world where parents don’t constantly have to be “super-heroes” by carrying the mental burden of home organization, where kids are empowered to have ownership of their day-to-day activities, and where families can have the security that their loved ones are taken care of. We have a passionate following of parents and customers who crave more positive and collaborative moments at home and in their communities.
We are a women-led and VC-backed seed company that values family and diversity throughout all aspects of our business and product. Our team is excited about building within the intersection of physical and digital with backgrounds in digital product, architecture, EdTech, and product development.
The Role
Hearth is expanding our Customer Support team! As we onboard an increasing number of new families, and interest in Hearth grows, we’re looking for a dynamic customer support team member with a strong background in social media customer experience. To extend our support hours, this part-time position will work Mountain or West Coast hours, with some evening and weekend hours required.
In line with our mission this role will be a highly visible representation of that. Empathy, humanity, professionalism, and understanding are paramount. We wear many hats: tech support, organizational soundboard, advisor, and feedback collector. This role will spend about half the time supporting active and prospective families through Hearth’s social media avenues - Facebook, Instagram, and TikTok. You’ll spend the other half of your time supporting in the email support inbox, and/or other channels as we add them, ensuring that customers have access to Hearth expertise. You’ll help us respond to contacts in a timely fashion, support & educate families, collect customer feedback and feature requests, and participate in the general functions of the Customer Experience team. Please note: This is not a social media manager or content creation role. This role is 100% customer support.
Duties
- Fixed schedule preferred, working 20 hours weekly. Time split between Hearth Social CX, and general CX tasks. Strong CX background on social channels is required.
- Review and respond to comments concerning general questions and customer support issues made on any one of our social channels in a timely, friendly, and professional manner.
- Develop a friendly rapport with customers, often in 280 characters or less.
- Understand when to channel switch (ie move a conversation to a more private medium).
- Engage in Customer support inbox, assisting prospective and active customers with all things Hearth.
- Use opportunities to educate potential/existing customers & create positive connections with Hearth.
- Follow up with customers throughout the interaction to ensure a WOW Customer experience (CX).
- Understand when to escalate situations depending on type of contact and who is contacting.
- Maintain the highest level of compliance and sensitivity to personal customer information.
- Mountain/Pacific time zones preferred - evenings and weekends will be required.
About You:
- Experience with social CX (Meta Business Suite, Sprout, Sprinklr, etc).
- Excellent verbal, written, and interpersonal communication skills.
- Advanced ability and efficiency with grammar.
- Good decision-making and critical-thinking skills.
- Shows empathy while providing thoughtful and prompt resolutions.
- Able to effectively and clearly communicate troubleshooting steps in long (email) or short (comment) form.
- Has a growth mindset and is a strong team player.
- Natural curiosity that can challenge and transform business processes in a fast-paced environment.
- Is solution-oriented and can confidently make decisions.
- Adapts quickly in a fast-paced, complex environment while quickly learning new concepts and processes.
- Self-directed, able to work independently with minimal oversight.
Compensation
- We offer a competitive salary ($20-25 hourly)
- Compensation commensurate with experience
Interested? Contact:
- Email: hiring@hearthdisplay.com
- Please submit your resume and answer the following question (resumes without this answer will not be considered):
- Scenario: Our packaging is a box that opens like a clamshell - there are two sides. In the box, you should find the display in between two layers of foam that encase the Display. On top of the top layer of foam, the mount is housed. Underneath the Display, the installation booklet and screws are kept.
- We receive this email from a customer. How would you respond?:
- “I opened my package and saw my display - it’s beautiful! I see the screws, but there was no mount included in my shipment. Can you ship me a mount, so I can hang my display?”
