Customer Advocate - Third Party Marketplace
At Shutterfly, we’re all about people — bringing them together, making them feel welcome, and connecting them to experiences. We make our customers’ memories last a lifetime by capturing, preserving, and sharing them through photography and personalized products. Through our family of brands, trend setting products, cutting edge technology, and best in class customer service, we help our customers, and each other, share life’s joy.
Spoonflower’s mission is to inspire individuals to make, buy and sell unique products built around color and pattern. Our e-commerce website makes it possible for individuals to create, sell, and shop for unique fabrics, wallpaper, and home decor, such as bedding and table linens. As a part of the Shutterfly family of brands, Spoonflower increases the depth and breadth of what people can create, customize, and buy by connecting Shutterfly users to more than 1 million designs by independent artists in the Spoonflower global marketplace.
Spoonflower is seeking to add a Third Party Marketplace Customer Advocate to our Customer Service team.
Customer Advocates at Spoonflower help us serve our rapidly growing community of designers, sewists, and fabric lovers through our third-party marketplaces. Spoonflower has a special relationship with the community that uses its service. Our relationship with our third party marketplace customers is our most important customer acquisition tool and we rely upon an engaged and positive relationship with the Spoonflower community in order to grow. Creating positive interactions with customers while still managing time effectively is one of the primary skills of a Customer Advocate.
What You'll Do Here
o Handling individual communications with members of the Spoonflower community via marketplaces, email and phone.
o Providing information about our products, services, and order status.
o Potentially supporting higher needs customers like small business owners.
o Contributing content to listings, blog and elsewhere. Resolving issues using good judgement, sensitivity, and quick thinking.
o Providing feedback to the engineering, product, performance marketing and operations teams about product, promo and technology challenges.
The Skills You'll Bring
o 1 - 2 years of customer service experience.
o Experience in managing third party marketplaces (Etsy, eBay, Amazon)
o Working English proficiency in spoken and written English.
o Outstanding writing skills.
o Must have a solid grasp of grammatical rules, the ability to properly construct sentences and to write clearly and concisely while still communicating the entirety of the message. A writing assessment is a part of the application process.
o After an initial training period, applicants must be able to work either Saturdays or Sundays.
o A positive outlook and a collegial and professional attitude.
o Experience working with a global company (offices in multiple time zones) a plus.
o Ability to communicate and collaborate with customer service teams and other departments in the global company.