Customer Service Lead

 About Us:




 XCJ (Xiao Chi Jie) is looking for exceptional and reliable individuals to join our rapidly expanding team and business. We are an upstart, fast casual, Chinese Street Food concept. Our goal is to share the rich depth and diversity of the Chinese cuisine that we have grown up loving but is difficult to find stateside. We’ve been able to quickly shift gear amidst the rapidly evolving restaurant ecosystem and need your help to continue our burgeoning growth!




 This is personal. To us, this is so much more than just food - it’s about sharing honest representation of our experiences as multicultural individuals and showing our friends, family, and the Asian American diaspora that there is a definitive place in U.S. food culture for people who look and eat like them.




 Obsessively dedicated to food quality. We reject the stereotype that Chinese food has to be cheap or poorly made. Our team is constantly re-evaluating every unit of our process - from how we source our raw production materials to storage of our ingredients.




 The difference is in the details. We will never launch a product unless we wholeheartedly believe it’s distinguished and truly the “best of its kind” in the food ecosystem.




 Rigor does not stop at food. Although we are a food company - the customer experience certainly does not stop at food. We approach every part of the company with extreme rigor to ensure that everyone has a delightful end to end experience with us.




 We’re devoted to innovation and never-ending improvement. We wear our hearts on our sleeves. Honest representation extends beyond just our food, and into our business thought process, cost structure, and customer service. Transparency is our strength.




 




 Job Summary




 As a Customer Service Representative, and under the close supervision of the Head of Customer Service, your mission is to ensure that XCJ is a brand that is both recognized and loved for its service. Most importantly, you’ll own the entire customer journey for customers and take every opportunity to make their experience better.




 This position is 100% remote and can be based anywhere in the United States!




 As Our Customer Service Lead, You Will Be Expected To:




 
Customer Support: You’re front and center to help customers with their order. From processing reships, to troubleshooting order delays – you’ll be the expert.
 
Process Improvements: You’ll have a sharp eye to identify aspects of the customer journey that still create friction for our brands and landlords. Crucially, you’ll have the initiative and determination to find solutions to make these better – you’ll be the fixer.
 
Other duties as assigned


 You Should Be Someone That Has:




 
A high level of energy and is a real people person
 
Strong organization skills, understanding time is of the essence
 
Outstanding communication skills, verbal and written
 
Flexible, smart, and articulate


 You Should Have:




 
Required
  

   
2-3 years experience in customer service, operations, account management, or similar
   
Some previous experience in a high volume service role
   
Experience using a help desk like Zendesk or Gorgias is strongly desired
  
 
Desired
  

   
An interest in brands, retail and fashion
   
Some experience of high end service
   
Experience in a startup would be advantageous
  


 Benefits




 All Full-Time employees qualify for health benefits, including: medical, dental, and vision insurance. The XCJ covers 75% of employee premiums & 25% of dependent premiums.




 Additionally, The XCJ offers voluntary employee paid group insurance
for: Life & AD&D (with guarantee issue amounts at time of hire), Hospital, and Short Term Disability.





 Check Out Our Website




 https://thexcj.com/




 





 LinkedIn




 https://www.linkedin.com/company/thexcj/




 





 Instagram




 https://www.instagram.com/the_xcj/?hl=en