Customer Support Agent

Did you know that fishing is the world’s most popular hobby? We do! And here at Fishbrain we have created the world’s largest social network dedicated to people who love fishing. We want to make sure that we can give them the greatest experience possible and make their fishing dreams come true, no matter where they are in the world.
We’re growing fast, both in our social network and in the company, which is why we’re looking for two new Customer Support Agents!




Background:
Anglers love to buy, talk about fishing, and review fishing gear as much as they love to go fishing. To support anglers during their fishing moments we have our Fishbrain app including our Fishbrain Shop (shop.fishbrain.com). At the shop we sell thousands of products from the top fishing brands. As we grow our app and marketplace, we also need to grow our customer support team. This includes support from a customer perspective, including questions regarding app functionalities, tech issues, payment, shipping, order status, refunds, and more, as well as brand support, including following up on refunds, oversold products, and the status of orders. As the fishing season is starting and Fishbrain’s user base is constantly growing we want to strengthen our support. We are in need of two dedicated customer support agents to bridge the customer journey and brand perspective and ensure happy Fishbrain customers.




Responsibilities
Ultimately make our customers happy! Daily support operations of the Marketplace and our Fishbrain app, including handling incoming tickets from users, customers and brands.




What We’re Looking For
At least 1+ years of experience in a Customer Service role, preferably in E-commerce and membership based application support
Experience in working with complex, multi-divisional, multi-geographical customers
Impressive communication abilities & executive presence
A natural problem solver with the ability to multitask and handle difficult interactions
Demonstrate excellent organizational and prioritization skills;
Handle and resolve customer complaints/inquiries via email or chat in a timely and accurate manner;
Experience in identifying customer needs, clarifying their information and researching solutions
Customer focused with the flexibility to manage different personalities
Ability to handle high volumes in a short amount of time
Experience working with cross-functional teams (e.g. Sales, Marketing)
General fishing knowledge is preferred
Fluency in English, both spoken and written, as our main target market is the US



Good to know
This is a consultant based position
Expected work hours to include evenings & weekends
Availability will be required during holiday periods
You will be reporting to our Head of Support
The position is based in Stockholm, Sweden



Our Bait
We have trust in our employees which means that
1. You will be given a lot of responsibility from day one and
2. We value your opinions and ideas. No matter the team, everything we do has an impact on our users and on Fishbrain as a company.
3. Our culture is very important to us. If you have a “win as a team” mentality, are passionate and like to have fun, then Fishbrain is the place for you!
Feeling hooked? Throw us a line!