Customer Support Associate


4 weeks ago

08/22/2019 10:21:23

Job type: Full-time

Hiring from: US only

Category: Customer Support

We are currently looking for an eager partner who is passionate about fishing to join our customer service team in supporting the overall customer experience. When our customers have questions, requests or suggestions about our service, they turn to our customer support team for answers. The Customer Support Associate acts as the direct link between Catch Co. and our existing and potential customers by providing specific information about the services and products we offer. This position will also closely assist the Customer Support manager in evaluating and improving the customer experience by analyzing order fulfillment trends and operational opportunities.

What you will do:

  • Respond and resolve customer support inquiries through email, live chat, phone and social media channels

  • Manage customer accounts and troubleshoot customer issues using our online ecommerce platform

  • Report and analyze customer inquiries for identifiable patterns to improve our service and overall customer experience

  • Serve as a customer support liaison between the warehousing/ fulfillment center and Catch Co. customers

  • Assist the team with high complexity customer inquiries related to order fulfillment

  • Suggest products that will help enhance the customers’ fishing experience

What makes this a special opportunity:

  • We are a dynamic early-stage startup with tons of momentum (ranked #435 on the 2017 Inc. 500 list of the fastest growing private companies)

  • We place a premium on building a great culture made up of great people

  • You will work with and learn from experienced leaders who have a track record of building successful companies

  • This is an excellent role for a candidate looking to start a career in customer service and/or operations, and will have flexibility to work remote.


  • 0-2 years customer service experience. Call center experience is a plus.

  • Associates Degree +

  • Fishing knowledge highly preferred

  • Proficiency in the use of Microsoft Office, especially Excel and Word

  • Excellent listening, verbal and written communication skills

  • Excellent organizational skills with attention to detail in managing multiple priorities

  • Familiarity with Microsoft Office, HelpScout, Zendesk, and Just Call is a plus

What will make you successful:

  • Curiosity: Always seeking to understand “why”. Always looking to make things better.

  • Passion: You are driven by a love for what you do

  • Optimism: The ability to bounce back quickly when something doesn’t work

  • Action: Knowing when to shift from planning to doing

  • Honesty: Transparency with customers, partners and teammates. Strong professional ethics and integrity

  • Entrepreneurial spirit

  • Data-driven mindset and analytical skills to dive into details

  • Willingness to get your hands dirty

  • Passion for customer experience improvement


  • "Take what you need" PTO Policy

  • 4 additional paid days off specifically to enjoy the outdoors

  • Flexible working schedule

  • Ability to work from home if there is a need

  • Medical, Dental and Vision Insurance - We cover 85% of your premium and 50% for dependents

  • Health Savings Account

  • 401(K) plan

  • Pre-Tax Commuter Benefits

  • Unlimited fruit snacks

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