Responsibilities

• Manage customer support interactions across ALSO’s primary support channels, including email, voice, chat, and social media, ensuring customers receive timely, accurate, and thoughtful responses.
• Own customer inquiries from initial contact through resolution, helping riders with order updates, delivery questions, product information, account needs, and general ownership support.
• Troubleshoot customer issues by leveraging internal resources, product documentation, and cross-functional partners to identify solutions and deliver a seamless customer experience.
• Maintain accurate customer records, case notes, and follow-up workflows using tools such as Gorgias, Shopify, Jira, and Slack.
• Identify recurring customer questions, pain points, and operational challenges, and share insights with internal teams to improve processes, documentation, and the overall rider experience.
• Own the customer experience across ALSO’s social channels, including Instagram, TikTok, YouTube, Reddit, and more. Serve as a trusted point of contact for riders and prospective customers by providing timely, helpful, and authentic support wherever conversations happen.
• Build and maintain a welcoming, engaged community by fostering conversations, celebrating rider experiences, and ensuring interactions reflect ALSO’s brand values and customer-first approach.
• Monitor social conversations, customer sentiment, and community trends to identify customer needs, emerging concerns, and opportunities to improve the rider experience.
• Escalate high-priority customer issues, product concerns, and potential reputational risks to the appropriate internal teams, ensuring timely awareness and resolution.

Requirements

• Experience: 1–3 years of experience in customer success, customer support, community management, social media, or digital support. Experience with e-mobility, automotive, consumer technology, hardware products, or premium direct-to-consumer brands is a plus.
• Social Fluency: Strong understanding of online communities and social platforms, including Instagram, TikTok, YouTube, X, Bluesky, Reddit, and emerging channels. Comfortable engaging with customers, managing conversations, and understanding the dynamics of digital communities.
• Communication Mastery: Exceptional written communication skills with the ability to explain complex policies, product information, and troubleshooting steps in a clear, concise, and customer-friendly way.
• Technical Aptitude: Comfortable learning and navigating customer support, social media, and commerce tools such as Gorgias, Shopify, Jira, Confluence, Sprout Social, BrandWatch, and Slack.
• Operational Agility: Extreme comfort wearing multiple hats. You can seamlessly switch gears from writing a witty public reply on Instagram to resolving a complex customer order invoice via email.
• Schedule Flexibility: Ability to work from our Seattle office, with occasional flexibility required to support seasonal volume shifts or high-demand weekend community windows.

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.