Role Description

We are looking for a charismatic, genuine, and kind person with strong writing and interpersonal skills to join our customer success team at Luno. You'll be the voice of our brand helping our community enjoy their Luno products as much as possible. You will be responsible for responding to customer inquiries, providing order updates, sharing car camping tips, and helping our customers feel empowered to spend time outdoors and explore.

The right candidate will approach each customer interaction with empathy and will strive to improve each customer’s experience through every step of their journey — from when they are just learning about Luno, to after they complete their purchase and are on their first or 100th camping trip. 

Details

• Part-time:
• 10+ hours per week during Summer (April - October)
• 5+ hours per week in Winter (November - March)
• Rate: DOE (dependent on experience) 
• Remote, flexible, self-led schedule
• Front-loaded weekly schedule (increased hours Monday-Wednesday, fewer hours Thursday-Friday)
• Occasional weekends and holidays

Responsibilities

• Maintain a positive, empathetic and professional attitude towards customers at all times
• Provide quick, accurate and helpful answers to all customer support inquiries through various channels (primarily email and live-chat)
• Navigate several internal systems and programs to provide thorough and helpful information to all customers
• Acknowledge and resolve customer complaints or problems, thinking creatively to provide personalized solutions 
• Create, modify or cancel orders
• Assist customers with returns, exchanges, and warranty issues
• Follow up with necessary parties to ensure all issues were resolved
• Coordinate with other team members as necessary to answer questions, resolve issues, and provide insights
• Identify opportunities for improvement in our processes to better serve our customers

Qualifications

• Kind, empathetic, and compassionate person with interest in helping our customers have the best possible experience with both our products and our brand 
• Must have experience in customer service 
• Must be self motivated, detail-oriented, responsible, flexible, resourceful and accountable 
• Strong writing skills 
• Excellent decision-making and problem-solving skills with a demonstrated ability to analyze data and define actionable steps to proactively solve problems 
• Familiar with and proficient in Google Suite (Docs, Sheets, Slide, Email, Calendar)
• Experience using Shopify, Shipstation, Return Logic, and Gorgias is a plus
• Ability to juggle multiple tasks simultaneously and prioritize as needed
• Strong interpersonal skills and the ability to work in an ever changing, fast-paced startup environment 
• Bonus points for involvement in outdoor sports and activities! 
• Located in the Bend, Oregon area is preferred, but not required

About Luno

Reinventing the way people camp in the comfort of their own vehicle, Luno seeks to be the experts in car camping equipment for the Car/SUV, Van, & Truck categories. Through our lineup of outdoor products, our gear is redefining comfort and convenience in the outdoors.

On paper, Luno may have started in Southern California, but the inspiration for our brand came on a snowboarding trip to Mammoth Mountain. We weren’t willing to pay $300+ for a simple hotel room, so we opted for sleeping in our Subaru. The convenience of sleeping in the car was well worth it, but the soreness resulting from a night on our camping pad wasn't. We thought there had to be a more comfortable and efficient way to sleep in your car — that’s when Luno was born.