Customer Service Experience Representative

hace 2 semanas

Mexico Pool Day A tiempo completo

Company Background

Pool Day was born in the summer of 2023 with one clear mission: to empower pool and hot tub owners to take control of their own water care.

The existing options for pool and hot tub maintenance are overpriced, confusing, and time-consuming. Legacy chemical brands rely on outdated products and unclear instructions. Brick-and-mortar stores push in-person water testing and complicated multi-step routines. Pool service providers are often expensive and unreliable. The reality is simple — pool chemistry isn’t so complicated that customers can’t manage it themselves.

Pool Day is changing that. We are a direct-to-consumer eCommerce brand making pool and hot tub care intuitive, effective, and enjoyable. Our premium products are paired with best-in-class customer support and educational content designed to help customers succeed at scale.

We’re a startup disrupting a massive, long-overdue market. Over 15 million Americans own a pool or hot tub, spending billions annually on maintenance and routine care. As we grow, our focus is on scaling our most-loved products while delivering excellent customer experiences that drive retention and repeat purchases.

The Role

We’re looking for a Customer Service Experience Representative to support Pool Day customers across phone and email channels. This role requires strong communication skills, comfort with live calls, and hands-on experience managing orders, fulfillment issues, and post-purchase customer needs across multiple systems.

What You’ll Do

- Respond to customer inquiries via phone and email in a friendly, clear, and professional manner.
- Assist customers with order updates, including returns, refunds, exchanges, and modifications.
- Track and communicate shipping and fulfillment updates, escalating issues when needed.
- Help customers understand Pool Day products, usage, and next steps with confidence.
- Maintain accurate records using call notes, tags, and internal tools to support efficient workflows.
- Meet daily performance expectations for response time, resolution rate, and customer satisfaction (CSAT).
- Identify recurring customer questions or issues and share feedback with the team to improve documentation and processes.

What We’re Looking For

- 1+ year of experience in customer service, eCommerce, DTC, or call center support.
- Excellent spoken and written English communication skills.
- Comfortable handling high volumes of customer interactions while maintaining accuracy and professionalism.
- Strong problem-solving skills and the ability to multitask in live customer conversations.
- Organized, detail-oriented, and able to prioritize effectively.

Nice to Have

- Experience supporting U.S.-based customers over the phone.
- Familiarity with Slack and Notion.
- Previous experience working with Shopify-based DTC brands.
- Understanding of the post-purchase customer lifecycle (tracking → delivery → retention).
- Hands-on experience with customer support and fulfillment tools, including:
- Gorgias or similar platforms (Zendesk, Help Scout)
- Shopify (refunds, returns, order edits, internal notes)
- ShipHero (fulfillment tracking, warehouse status, shipping updates)

Why Join Pool Day

- Join a mission-driven startup transforming an outdated industry.
- Be part of a collaborative, supportive team that values great customer experiences.
- Help shape how customers interact with a growing DTC brand.
- Opportunity to grow with the company as we scale.

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