Cubby Beds · 1 month ago
Product Support Associate
Cubby HQ - Denver, CO
Full-time
Hybrid
Entry Level
$57K/yr - $68K/yr
2+ years expCubby Beds is a fast-growing startup focused on creating smart beds for individuals with cognitive conditions. The Product Support Associate will be the main point of contact for customers, providing post-sale support and ensuring a positive customer experience through effective problem-solving and communication.
TransportationTravel
Responsibilities
Becoming an expert on the Cubby Bed and its accessories and educating customers on how each feature addresses unique needs
Serving as the first point of contact to current Cubby Beds customers (via phone, email, chat) regarding order status, setup and troubleshooting, product repairs/replacements, warranty registrations, returns, refunds, and other issues
Investigating Support issues thoroughly and providing timely solutions and status updates to customers in close coordination with the Product Support Team Lead, Support Manager, Sales, and Regulatory & Quality teams
Processing returns and exchanges with attention to detail and in alignment with our warranty policy
Consistently meet daily performance KPIs designed to track and measure the efficiency and effectiveness of your role
Partnering cross-functionally to promptly solve customer and partner challenges and provide internal feedback to improve the Cubby experience
Adhering to compliance & regulatory internal processes while contributing to internal resources and expanding on the team’s knowledge
Completing administrative tasks including but not limited to processing warranty registrations and gifts, inputting and maintaining customer data in our systems, and providing logistics updates on orders
Qualification
Required
2+ years experience in customer service, technical support, or a related role required
Adept at handling high ticket volumes via phone & email and prioritizing tasks according to urgency
Strong proficiency using GSuite, Slack, and CRMs such as Salesforce, Front, or equivalent
Strong written and verbal communication skills; able to explain complex instructions in simple terms
Patient, empathetic attitude with proven ability to de-escalate frustrated customers
Strong troubleshooting skills for physical & technical products with a natural enthusiasm for resolving problems in an ever-evolving environment
Detail-oriented with the ability to multitask while delivering excellent customer service
Extremely tech savvy and able to quickly adapt to new software and workflows
Handles confidential information with extreme care and in accordance with applicable regulations
Comfortable with ambiguity; resilient and adaptable to changes within the business as we scale
Operates with a growth mindset and demonstrates a willingness to continuously learn and adapt to changes
Passionate about Cubby's mission and embodies our values of People First, Always, Operating with Excellence, and Pioneering with Purpose
Preferred
Bachelor's degree or additional relevant experience
Startup experience is strongly preferred but not required
Benefits
Stock Options - Equity Ownership
Health, Dental, and Vision Insurance
Unlimited PTO & Sick/Wellness Hours
12 paid holidays, 1 paid volunteer day, 1 paid “powder day” to take advantage of Colorado’s great weather!
401k with company match
Hybrid Work Model: Monday-Wednesday in the office, optional work from home Thursday-Friday
Mac, standing desk, and high-end accessories at the office + a work-from-home stipend to purchase equipment needed for home offices
Paid parking
Fully stocked kitchen and bimonthly team lunches in our beautiful Denver HQ
Growth opportunities at a start-up with a life-changing mission
Company
Cubby Beds
We manufacture and sell smart beds to improve sleep, safety, and sensory control for people with complex conditions and special needs.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$0.05MKey Investors
Velocity
2020-06-22Pre Seed· $0.05M
2014-07-01Grant· $0M
Leadership Team
Caleb Polley
CEO & Founder
Company data provided by crunchbase