Overview

As Luno’s Gear & Camp Pro - Customer Success Lead, you will be a key piece in helping our customer success team scale as Luno continues to grow, while maintaining Luno’s reputation for excellent customer support.

About Luno:

We are an outdoor e-commerce brand located in Bend, OR reinventing the way people camp in the comfort of their own vehicle. Through our line of outdoor products for SUVs, trucks, and adventure vans, we are redefining comfort, convenience, and accessibility in the outdoors.

Responsibilities:

• Ownership over customer support inbox, as well of overseeing day-to-day operations including, but not limited to:
• Ensure tickets are getting cleared out in a timely manner
• Leverage customer support platform functions (macros, rules, tags, automations) to optimize customer support processes
• Main point-of-contact for Gear & Camp Pro / Customer Success team members.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Create, modify, or cancel orders.
• RMA (Return Merchandise Authorization) management
• Process RMAs when received
• Provide monthly RMA reports, capturing warranty/return rate trends, common warranty issues, and product feedback
• Provide monthly return shipping cost reports
• Follow up with necessary parties to ensure all issues were resolved.
• Acknowledge and resolve customer complaints or problems, thinking creatively to provide personalized solutions.
• Work with Operations team to optimize in-house return, warranty, and minor repair processes
• Liaise with Product Team and Customer Experience Manager to troubleshoot product issues and suggest product improvements
• Suggest improvements to Gear & Camp Pro Program / Customer Success Team needs
• Identify opportunities for improvement in our processes to better serve our customers.
• Research these opportunities for improvement and work with appropriate teams to implement approved opportunities.
• Work with Customer Experience Manager to hit KPIs and goals
• Monitor Pro Deal applications and suggest improvements to the program.
• Escalate issues discovered in customer support channels to appropriate teams, following the issue through to resolution.
• Work with the Product Team and Customer Experience Manager to ensure Gear & Camp Pro / Customer Success Team is ready and informed on information relating to new product launches.
• Coordinate with other Luno team members as necessary to answer questions, resolve issues, and provide insights - bridging the gap between Luno team and Luno customers.
• Provide quick, accurate, and helpful answers to all customer support inquiries through various channels (OneText, Facebook Commerce Manager, Amazon/Walmart Seller Central, Okendo).
• Lead all upcoming and future customer support platforms (Amazon, Walmart, etc)
• Navigate several internal systems and programs to provide thorough and helpful information to all customers.
• Assist with onboarding & training of new team members

Qualifications:

• Strong organizational and time management skills
• Proactive Problem Resolution
• Customer-First Mindset
• Driven
• Attention to Detail
• Dedicated to Process Improvement
• Experience with Shopify
• Experience with customer support and operational platforms such as Gorgias, Return Logic, Shipstation, and 3PL softwares
• Experience with Amazon and Walmart Seller Central a plus

Details:

• Salary: $47,000-51,000
• Full-time, exempt position
• On-Site in Bend, OR (Hybrid WFH Model)
• Reports to Customer Experience Manager and Social Responsibility Lead

Perks:

• Full Benefits Package: Medical, Dental, Vision, Life, Long & Short Term Disability, and 401k.
• Unlimited PTO
• Free car camping gear!
• Annual team camping trips!

How to Apply:

Please email careers@lunolife.com your resume to apply and include ‘Customer Success’ in the subject line, or fill out the form below.

**Luno is an equal employment opportunity employer. Candidates are considered for employment with Luno without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicant.

Please note that Luno does not accept unsolicited resumes from recruiters or employment agencies. In the event of a recruiter or agency submitting a resume or candidate without a signed agreement being in place, we explicitly reserve the right to pursue and hire such candidates without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of Luno.**