Customer Experience Specialist (m/f) // Casper

January 10, 2017
Casper is looking for early-stage members (m/f) of our EU Customer Experience Team for our new Berlin office, both part-time and full-time. Our EU Customer Experience Team represents the Casper brand by managing customer relationships and providing best-in-class support for customers throughout the entire journey of purchasing a Casper product and beyond. The right candidates are excited to be some of the first few employees at a new venture-backed consumer brand and are eager to take on an array of responsibilities.

Responsibilities

  • Act as the voice of Casper on the front lines, delivering joyful experiences and developing lasting relationships with customers via phone calls, emails, live chats and text messages
  • Manage customer relationships efficiently and effectively
  • Deliver best-in-class customer service over the phone, email, text and live chat
  • Be a constant ambassador of our core values and mission statement by providing and sharing great customer experiences, new messaging, ideas and feedback
  • Support the wider team by ensuring that customer orders, deliveries and returns are processed seamlessly, from initiation through completion
  • Liaise with Casper’s delivery partners to resolve customer issues promptly and effectively
  • Capture customer insights and work across marketing, tech and operations teams to improve the overall customer experience
  • Think creatively about ways in which we can optimize each customer’s experience

Qualifications

  • Passionate about Casper’s goal of helping people dream their way to better lives, you inspire and educate others about all that we have to offer
  • Fluent in English and German or French (additional languages are a plus)
  • Experience in a customer service, sales or community development role -preferably at a consumer-centric startup
  • Excellent oral and written communication skills
  • Resume and application are 100% free of spelling and grammar errors
  • Detail-oriented and highly organized; able to prioritize multiple tasks simultaneously
  • Friendly and patient team player who works well with a wide range of personalities
  • A ‘no task is too small’ attitude and passion for providing all customers with the best solution to their unique project needs
  • A love for sleep and an interest in elevating the conversation regarding it!

Benefits

  • Influence and shape the operations of Casper EU
  • Unique opportunity to be a founding member of a young team at a successful venture-backed consumer brand
  • Cool office in the WeWork Sony Center
  • Open culture with flat hierarchies and a challenging work environment
  • Unlimited snacks and drinks as well as weekly team lunches
  • Casper Products
  • Competitive salary

About Casper

Casper (casper.com) is a sleep brand that launched in 2014 with one perfect mattress sold directly to consumers — eliminating commission-driven, inflated prices. Its award-winning sleep surface was developed in-house, has a sleek design, and is delivered in a small, “how did they do that?” sized box. A year and a half after launching the mattress, Casper expanded its universally comfortable product line, which now includes a perfect pillow and sheets.

Now expanding into Europe, the company is one of the fastest growing consumer brands of all time with more than 100 full-time employees, $100M in revenue for 2015, and 100,000 Casper owners. Casper was named one of Fast Company’s Most Innovative Companies in the World, and its eponymous mattress was crowned one of Time’s Best Inventions of 2015.

In the summer of 2016 we launched successfully in the DACH and UK market, with more EU launches to follow. Come join our team and be part of our success!

Visit the company website
Casper

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