French & English Customer Experience Specialist

ABOUT AURA

Aura’s mission is to create products that bring people closer together through photos, videos, and memories. We’re the leading brand in WiFi-connected digital picture frames, with a range of products ranked #1 by Wirecutter, The Strategist, WIRED, and Oprah. Featuring a crystal-clear display, seamless software updates, and a user-friendly app, Aura makes it easy for loved ones to share and display their favorite photos and videos in frames that complement any home decor.

Headquartered in New York City, our team consists of data-driven, creative, and forward-thinking collaborators focused on delivering the highest quality digital frames on the market. We value innovation, and consistently experiment with new technology and product offerings to ensure our customers always have the most enjoyable photo-sharing experience.

This genuine love for the product, combined with our commitment to our customers, has fostered sustainable and profitable growth. Today, Aura frames display billions of photos worldwide, bringing people closer together wherever they are.

JOB DESCRIPTION

The French/English Customer Care Specialist (CCS) is responsible for looking after our customers via email, phone or chat, making them feel like family. Being empowered with tools and knowledge, our CES will be able to resolve the entire range of queries in a customer- and solution-focused manner:

• Pre-sales queries about our product range
• Offering order support
• Explaining product features and usability
• Offering App, Frame or WiFi troubleshooting
• Administering warranty support and product returns

You will also work with your team members and other departments to represent the voice of our customers (VoC) and to continuously improve our processes and products.

WHO WE ARE LOOKING FOR

Our customers are individuals with individual needs, not numbers or ‘support tickets’. This role is for somebody who truly enjoys communicating with people and solving their problems. Naturally, your performance will be measured based on your customers’ satisfaction scores ( CSAT). You should also embrace change and new challenges since a startup never stands still. Finally, our products are linked to a variety of tools and platforms (web, smart device, app, router, hardware) so you must have an analytic mindset and enjoy troubleshooting a variety of issues.

This is a unique opportunity to represent the Customer Experience team globally from the UK (home-based). The role is home-based but there will be quarterly team meetings in the UK.

Qualifications/Required Skills:

• 1+ years of customer service experience in a similar support environment.
• Bilingual (Native French/ Fluent English) to support customers in both markets
• Experience with customer service software (Zendesk preferred)
• Available some weekends and holidays during peak season
• High levels of empathy and a keen communicator.
• Technical mindset and an eye for detail, able to support iOS / Android phones and apps.
• A learner who is willing to embrace change and take on new challenges.

Other Requirements:

• Must have indefinite leave to remain and work in the UK

WHAT’S IN IT FOR ME?

• Work for a company that genuinely cares about customers and employees.
• Build something that has a purpose and makes a real difference.
• Have an impact and take on new responsibilities as you and the company grow.
• Competitive salary.
• Flexibility to work from home.
• 25 days holiday + 8 UK public holidays

Aura is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, or veteran status.

FIRST DAYS IN YOUR ROLE

Your first 30 days….

• Go through the onboarding process to build up basic knowledge about product & processes.
• Have regular calls with your team to build a strong relationship.
• Handle a variety of contact scenarios together with one of our experienced CSRs.

Your first 90 days…

• Master troubleshooting and know our Standard Operating Procedures (SOPs).
• Be able to handle 90% of all contacts independently.
• Meet your CSAT target.

What’s next?

• Push the boundaries, and make even more of a difference.
• Use your skills and strengths to find your own responsibility or project.