Customer Support Specialist

At Kotn, we're changing how things are created and consumedcrafting pieces only from the finest natural fibers, in ways that honor the people who make them and the places they're made. We built Kotn from the ground up, working hand-in-hand with smallholder cotton farmers and every step of our supply chain to ensure the highest quality of life for those who create our pieces and the highest quality product for you. Now a Certified B Corp voted Best for the World, a portion of every order helps provide accessible education for our farmers children.

What you'll be working on:

Customer Support (80%)

• Customer-facing everyday: provide best-in-class customer support to all customers; fielding questions and providing upbeat, customized support
• Review ticket responses to meet quality standards and improve current processes where necessary
• Maintain alignment with all brand and marketing initiatives, and be up-to-date with new launches, new materials, sizing etc.
• Resolve customer requests in a timely manner by going above and beyond to ensure a consistently great experience and satisfactory resolution to all customer interactions
• Identify customer needs or desires in order to recommend the appropriate products and drive for sales increasing solutions
• Deliver surprise and delight moments to ensure an exceptional experience where possible

Reporting and Operations (20%)

• Tackle day to day operational tasks, such as processing and facilitating returns/exchanges between customers and fulfillment team
• Report on key customer service metrics and share learnings and insights regularly
• Coordinate/liaison between customers, fulfillment/warehouse team and in-store sale associates
• Maintain alignment with all brand and marketing initiatives, and be up-to-date with new launches, new materials, sizing etc.

What You'll Bring:

Customer-focusedKeeps the customer in mind & acts as their champion and voice within the organization

Detail OrientedDemonstrate meticulous attention to detail by ensuring accuracy in all operational tasks, and customer facing programs.

CommunicationDemonstrates awareness by adjusting language and terminology, both written and verbally, for intended audience to clearly convey ideas and address opportunities.

Critical ThinkingData oriented story teller, enabling curiosity to find innovative solutions to continuously improve business areas.

InitiativeSelf-starter, naturally motivated to seize opportunities and get started without prompting.

Additional Requirements:

1+ year experience within customer service using a ticketing system.

Proficient in English, both written and verbal is required.

Must be available to work flexible shifts, including evenings, nights, and weekends, to ensure round-the-clock coverage in alignment with Toronto EST hours.