Customer Experience Associate (NC, US) - Lulu Press, Inc.

Lulu Press is dedicated to making the world a better place, one book at a time through sustainable practices, innovative print-on-demand products, and a commitment to excellent service. We use cutting edge technology to produce high quality eBooks and print-on-demand products via sustainable sourcing and environmentally conscious manufacturing practices. 

Our employees are committed to making our communities and the world a better place by providing unrivaled customer service to one author, one idea, one book at a time. It's part of our story. What's yours?

About This Role:
This opportunity is for the role of a Customer Experience Associate, on our Customer Experience Team with a 11/1/24 start date. This team is responsible for responding to inbound customer inquiries.

Topics include: helping customers locate their order, navigating our website and tools, helping an author get paid, and ensuring our authors print the book they wish to create. 

• Provide email and live chat support to Lulu.com customers while maintaining specific key performance metrics for the number of tickets resolved, customer satisfaction, and response time
• Build rapport within the Lulu organization to leverage various individuals and departments as resources for ticket resolution
• Provide detailed notes to peers and/or manager when escalation of a customer ticket or chat is necessary
• Offer assistance to colleagues in need and participate in team meetings and chat
• Work both independently and as part of the greater team
• Identify and report bugs to our product triage team as necessary
• Identify and contribute to process improvement initiatives

Qualifications and Skills

• Superior written communication skills with strong attention to detail and accuracy
• Minimum 1 year of customer support experience with an understanding of software as a service (SaaS)
• Familiar with use of help desk / ticketing systems for customer inquiries (i.e. FreshDesk, ClickUp)
• Ability to approach each customer situation individually with a positive mindset
• Self-motivated, independent decision-maker 
• Thrives in being flexible, optimistic, and adaptable to change
• A willingness to mentor and teach others 
• This position is eligible as hybrid / remote within the state of NC (Triangle, NC region preferred)

Lulu Press offers a comprehensive benefits offering that includes medical, dental, vision, FSA / HSA accounts, voluntary benefit options, and unlimited PTO. Full-time employees are eligible for benefits on their first day of employment. Additionally, we offer a 401(k) retirement plan and company match. 

Lulu Press is committed to Diversity, Equity, Inclusion, and Belonging in our workplace. We embrace the differences that make us unique individuals by welcoming the variety of perspectives our employees bring to the table.. We know these perspectives can bring us together to solve problems and drive innovation. 

Lulu Press is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, ethnicity, gender, gender identity/expression, sexual orientation, marital status, age, social class, physical ability, religion, national origin, protected veteran status, political beliefs, and other characteristics protected by federal / state / and local laws.

Please note: We are only able to consider candidates that live (or plan to live) in the state of North Carolina (US). Applicants must be authorized to work for ANY employer in the U.S. as we are unable to sponsor or assume sponsorship of an employment Visa at this time, or in the future.

Learn more About Us here: https://www.lulu.com/about-us 

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