Customer Support Specialist

Ridge crafts products made to last a lifetime through simple, functional designs ready for anything and everything. Our materials are chosen with care and a thoughtful connection to the insights of our growing community - setting our North star as we strive to improve everyday. Together we can do more with less.

Ridge started with The Ridge Wallet as a Kickstarter project in 2013 and is now in the hands and pockets of over 3 million people worldwide! We currently operate around the globe selling in the US, Canada, the UK, EU, and Australia on Shopify and through other channels such as Amazon and Wholesalers. We have also expanded and continue to expand our product catalog to include KeyCases, Bolt Action Pens, Knives, Rings, Watches, and we have plenty more in the works!

We are looking for people interested in positions with tremendous growth potential, but which come with high expectations of work rate and quality of work. We are a fully remote company and utilize that to find the best talent around the world to join our team.

The Role

Key Responsibilities:

Multilingual Customer Support Specialist:

1. Respond to customer inquiries received by email through Kustomer in customer’s native language.
2. Provide outstanding customer support by addressing inquiries, resolving issues, and offering product information.
3. Collaborate with CX teams to ensure consistent and exceptional customer service in all supported languages.

CX-Social Management:

1. Monitor and manage social media platforms in different languages to respond to customer inquiries, comments, and direct messages promptly.
2. Cultivate positive customer interactions and build brand loyalty through engaging and informative social media responses.
3. Collaborate with the social media team to align CX-Social strategies with overall marketing objectives.

Cultural and Linguistic Support

1. Assist in creating a Knowledge Base of Key Product Names
2. Review and provide feedback for product pages, advertisements, and copy.

Ideal Profile

Qualifications:

• Fluency in multiple languages either Native or CFER C1 in German, French and/or Spanish to effectively liaise with the stakeholders of the region.
• Previous experience in customer service, social media management, and translation.
• Experience with CRM platform such as Kustomer, Gorgias, Zendesk.
• Exceptional written and verbal communication skills in English, and all supported languages.
• Strong problem-solving abilities and a customer-centric approach to handling inquiries and resolving issues.
• Experience with social media management platforms such as Agora Pulse or Sprout.
• Ability to work collaboratively in a team environment and communicate effectively with cross-functional teams.
• Excellent organizational skills and attention to detail.
• A passion for languages, cultures, and international market trends is a plus.

What's on Offer?

• Work within a company with a solid track record of success
• Flexible working options
• Opportunity to make a positive impact