Customer Experience Tier 2 (Vendor Support) – Full Time and/or Part Time

Vendor​ ​Support​ ​-Customer​ ​Experience​ ​Tier​ ​2​ ​(CXT2) – Full Time and Part Time Available

Home​ ​Based​ ​Virtual​ ​Position​ ​–​ ​Graveyard​ ​Shift

Mercari​ ​is​ ​an​ ​international​ ​C2C​ ​marketplace​ ​that​ ​is​ ​rapidly​ ​growing.​ ​Our​ ​Portland-based Customer​ ​Experience​ ​team​ ​is​ ​looking​ ​for​ ​a​ ​talented​ ​problem​ ​solver​ ​and​ ​forward​ ​thinker to​ ​take​ ​on​ ​their​ ​next​ ​professional​ ​role​ ​as​ ​our​ ​new​ ​Vendor​ ​Customer Experience​ ​Tier​ ​2 (CXT2)​ ​team​ ​member.

What​ ​You’ll​ ​Do:
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Reporting to the Vendor Support CX Lead, the individual in this role will be responsible for assisting the CX Vendor Lead and the Vendor Team in driving several key areas of Mercari’s service level requirements while providing an outstanding customer experience and ensuring top notch customer satisfaction. Being part of the Mercari virtual team, you will act as the Mercari Subject Matter Expert and vendor advocate and execute effectively with an overwhelming passion for helping our Mercari Community members through their buying and selling journey.

This is a late night (graveyard) position, and you will operate in a virtual home-based environment which is fast paced and at times ambiguous. You will be required to attend certain meetings and functions at the Portland office however those events will be scheduled in advance with appropriate changes made to your schedule.

What​ ​You​ ​Will​ ​Accomplish:
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• Be responsible for escalated inquiries across multiple queues.
• Manage the assigned escalation queues to achieve SLA.
• Be responsible for forwarding contacts to a Team Lead, the Trust & Safety team, and/or
• Senior Management for follow-up/response when warranted.
• Be a CSAT expert and work to assist Vendor Team Lead, Vendor Management and at their direction their agents in improving their CSAT, QA and productivity scores.
• Provide additional support when necessary in any key areas identified by Management.
• Assist in the implementation of new policies and procedures at the direction of the CX
• Director of Portland and Vendor Lead.
• Serve as primary contact (SME) for all Vendor CX agents with basic Mercari service related questions and serve as vendor primary point of contact on the floor when Team Lead is absent.
• Work in conjunction with Vendor Team Lead to ensure that vendor CX team workforce planning is appropriate.
• Assist the Vendor management team, and our internal Vendor Team Lead in analyzing the weekly team performance from a production, CSAT and quality perspective, and assist in calibration meetings to help identify weak spots and process to improvement.

Provide​ ​Excellent​ ​Customer​ ​Support:
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• In our effort to be less robotic, rely on macros for speed and accuracy of information provided, however ensure through freehand that you are responding to all customer questions and crafting each communication to resolve the ticket in one communication.
• Ensure these responses are friendly, personable responses to customer queries.
• Ensure first-time response is under 12 hour SLA.
• Ensure we are working to achieve high CSAT (customer satisfaction) as outlined by our OKRs.
• Ensure our messaging tone is relaxed and conversational.

Internal​ ​Communications:
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• Stay up to date with emails, Slack channels, product and business updates, and weekly team meetings, and provide that information directly to the vendor team through their slack channel.
• Keep up on the latest trends, product updates and improvements; work closely with the Leadership team to inform the entire CX team on any new findings and provide that information (with the authorization of your lead, and vendor) directly to the vendor teamthrough their slack channel and to their management team via email.

Customer​ ​Experience:
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• Respond to a variety of tickets from our users
• Flag issues for Leadership/Product teams
• Recognize when a Zendesk macro is missing or not needed; make suggestions for improving existing macros
• Use allocated credit budget to WOW our customers!
• Be a customer service chameleon, ensuring a consistent tone depending on the inquirytype (for example, providing that extra flair of friendliness and fun when answering social tickets such as Apple App Store/Google Play Store reviews, Facebook messages, tweets, etc.).

Trust​ ​and​ ​Safety:
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• Investigate accounts thoroughly and recognize prohibited conduct.
• Review odd or unusual tickets, investigate to help detect users that we should suspend for prohibited conduct.
• Assist in keeping our app clean of counterfeit/prohibited items and alert our Moderation team when found.
• Make suggestions and recognize areas we need to improve with our automation.

What​ ​You​ ​Bring​ ​to​ ​the​ ​Role:
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• Excellent attention to detail while being fast and efficient.
• The ability to motivate yourself and others when working online in a virtual environment.
• Consideration and empathy towards all team members and the Mercari community.
• Consistency. A successful candidate consistently maintains a friendly and professional attitude, regardless of the customer’s or vendor’s agent position, the time of day, or any personal matters.
• Strong organizational skills, writing proficiency, computer proficiency, and customer service skills.

What​ ​We’ll​ ​Love​ ​About​ ​You:
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• BS/BA in relevant field of study
• Have a minimum of 90 days working for the Mercari US team.
• Advanced experience with macOS, iOS, Windows, Excel, Android, Google Suite and
• Zendesk CRM.
• Excellent English communication skills, both written and verbal.
• Ability to work an overnight schedule.
• Have a safe and private home office. Must be flexible with schedule to offer coverage when necessary, including one weekend day.

Deadline to apply for internal candidates is Friday, April 27th 2018 by 5:00 PM.