Papier is a VC-backed consumer stationery brand that sells online and ships direct to customers. Papier launched over in the UK in 2015 and has been growing rapidly in the US since launching here in 2018, putting the US on course to become our largest market. Growth has been fueled by over ~$15m of venture funding to date and we are on the verge of securing Series C to help accelerate this still further.

Alongside in-house collections, Papier collaborates with upcoming artists, iconic brands and exciting fashion labels to curate its emporium of notebooks, notecards, diaries, and journals. Our mission is to invite people to uncover the possibility of a blank page.

We recently placed 8th on LinkedIn’s Top 15 UK Startups, and we are now seeking to support and strengthen our progress by building a team on the ground alongside our existing US partnerships.

What’s the job?

We are looking for remote Seasonal Customer Service Assistants to join our Customer Service Team for three months over our busiest period (Black Friday and Christmas). Reporting into our UK Customer Service Manager, you will be the enthusiastic and friendly face of Papier, and the first point of contact for all our customers. Our customer service team is based in-house and has a detailed knowledge of all of our product ranges. They work closely with our Operations and Tech team to ensure everything is running smoothly for customers and that we are proactive in our communication when there are any issues.

You’ll be a great communicator who has an eye for detail and can help customers with everything from perfecting a notebook design to tracking down their parcel. You’ll be willing to go the extra mile to give every customer the best possible experience.

If you are looking for a short term role that gives you exposure to many aspects of a fast-paced startup then this role will suit you.

What will you do?

• Provide support to Papier customers via email, live chat and WhatApp
• Carefully follow established procedures to ensure customers get the correct information and a speedy resolution to their issue
• Communicate with other team members, external print partners and 3PLs to answer questions and troubleshoot problems throughout the customer’s journey with us, from their first visit to our website, to their Papier package landing on their doorstep
• Collaborate with design, operations or tech when something is not working or looks incorrect
• Follow the direction of the shift supervisor to prioritise tickets based on what is in the inbox that day
• Customer questions include using the online editor to create personalised gifts for the holiday season, advising customers on how to edit their order and answering questions about the format of each of our products

Requirements

• 1+ years experience of customer service, preferably within an ecommerce business
• A quick learner who is happy to be hands on and is not afraid to ask questions
• Experience of working within a team to meet SLAs or KPIs and a high standard of engagement with customers
• Excellent written and spoken English
• Knowledge of Zendesk, Freshdesk, Intercom similar customer service software is preferable, but not essential
• Have a quiet working environment at home with access to high-speed, private internet
• A reliable laptop or desktop computer

Benefits

• 3 month fixed term contract 5th November-31st January
• Remote working
• 9.30am to 6:00 pm schedule Monday through Friday plus one weekend of work during the contract
• Generous Staff Discount
• One paid wellness hour per week
• Two paid UK Bank Holidays (Christmas Day and Boxing Day)
• 6 days of annual leave
• Friendly and fantastic team!