Purity Coffee

Customer Support

• Handle multi-channel customer support tickets, emails, and live chats, with particular emphasis on phone support
• Manage an average of 150–250 support tickets weekly via email, call, or live chat
• Participate in weekly 1:1 meetings, weekly department meetings, quarterly team member reviews, and departmental strategic planning meetings
• Contribute to setting and tracking quarterly objectives and key results
• Use and optimize Purity’s helpdesk and telephony systems
• Work with Customer Support and I.T. teams to improve customer and employee experience
• Contribute to reporting on support workload, customer satisfaction, and issue resolution times
• Identify root causes of customer issues and share opportunities to improve customer experience
• Report directly to the Customer Experience Manager
• Meet ticket resolution time and volume metrics
• Contribute to Customer Experience scorecards, KPIs, analysis, updates, and reporting
• Use Gorgias, Okendo, Skio, Superfiliate, Smile, Shopify, and Shipfusion
• Provide solutions across website, live chat, phone, Amazon, wholesale, affiliate, and subscriber channels
• Process order entry, cancellations, and changes
• Advise customers on purchasing, storing, grinding, and brewing Purity Coffee products
• Escalate tickets outside the role’s scope
• Surface recurring customer issues and improvement opportunities

Explore Customer Support Representative at Purity Coffee. Review requirements and application details.

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Customer Support Representative