Customer Care Assistant

About Ernesta:

Ernesta is on a mission to bring gorgeous, design-focused custom rugs to homes and places of gathering through an enjoyable, frictionless, and affordable experience. At the same price as a store-bought standard-sized rug, a custom-cut rug from Ernesta will not only be a better fit, but also a better buying experience. We believe that high-quality custom design shouldn't be out of reach for consumers and aim to address this need in the multi-billion-dollar global rug industry.

Driven by our collective mission, our team is hungry, hardworking, and highly ambitious. We’re problem solvers, innovators, design enthusiasts, and executors. We are relentlessly focused on creating and delivering beautiful and delightfully simple solutions and experiences for our customers. Together, we are excited and humbled by the opportunity to expand the market for custom rugs and allow more people to live in elevated design settings. Put simply, we believe more soft surfaces mean happier homes.

About the Role:

Ernesta is looking for an experienced Customer Care Assistant to join our foundational Customer Care and Sales team. You will be a key hire to help build the industry defining enjoyable and frictionless rug buying experience. This is an opportunity to join a small but visionary team - a high impact role pioneering a new age of customer care.  As a Customer Care Assistant, you will be a customer champion – delighting customers and assisting with inquiries, concerns, and matters related to orders, delivery, and more. In each interaction, you will take pride in building strong relationships with customers and ensuring their happiness and loyalty at every touchpoint.

What You’ll Do:

• Set the industry standard for customer experience


• Provide a fantastic experience to our customers by responding to inquiries and resolving order-related matters such as order tracking, product inquiries, delivery logistics, andvmore.


• Surprise and delight customers - exceed their expectations - create memorable experiences


• Establish feedback loops to improve internal processes

Qualifications Include:

• BA or experience working in a creative field, interior design, art history, architecture, etc.


• 2+ years of experience in a consumer-facing role. 2+ years of direct consumer sales and/or account management experience is required.


• Passionate about interior design and home décor. You stay up to date on home décor
  trends.


• Delights in communicating and building trust with customers, self motivated, curious, empathetic, and great at listening


• Solutions oriented with sound judgment, business sense, and high integrity. Willingness to provide creative solutions and wear many hats.


• High level of proficiency working online across multiple software tools, 2D/3D tools, Zoom, Google suit, etc.


• Great time management and organizational skills with high level of accountability


• Ability to establish and improve processes. Excited to establish and build feedback loops within the organization and across business units.

Nice to Have:

• Experience with design tools and spatial planning

Ernesta is committed to inclusion. We are an equal opportunity employer and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The anticipated pay for this role is between $58,000 and $70,000. This range represents the low and high end of the anticipated pay range for this role. The actual base pay is dependent upon many factors, such as: experience, education, and skills.

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