About Company
Pela Case is a trailblazing company dedicated to creating a waste-free future through innovative and sustainable products. Based out of beautiful Kelowna, British Columbia, we’ve gained international recognition for designing the world’s first compostable phone case and other eco-friendly accessories. Our mission extends beyond just products; we foster a community passionate about environmental responsibility and conscious consumerism. We believe in doing good, not just well, and our vibrant, forward-thinking team is at the heart of everything we achieve. Joining Pela means becoming part of a movement, working alongside passionate individuals committed to making a tangible difference for our planet. We value creativity, collaboration, and a relentless pursuit of excellence, all while maintaining a fun and supportive remote work culture.
Job Description
Are you a natural problem-solver with a passion for helping people and a commitment to sustainability? Pela Case is seeking a dedicated and empathetic Remote Customer Support Representative to join our growing team. In this pivotal role, you will be the friendly voice and helpful guide for our global community of conscious consumers. Working from the comfort of your home, you will engage with customers across various digital channels, primarily email and chat, but also occasionally social media, to answer inquiries, resolve issues, and ensure a seamless and positive experience with our brand and products.
This isn’t just about answering questions; it’s about building genuine relationships, embodying Pela’s core values of sustainability and customer obsession, and transforming potential frustrations into moments of delight. You’ll become an expert on our innovative compostable products, our sustainability initiatives, and our compelling brand story, effectively communicating these to our diverse customer base. We’re looking for someone who can think critically, troubleshoot effectively, demonstrate exceptional written communication skills, and maintain a calm, professional, and friendly demeanor, even in challenging situations. You will play a crucial role in providing first-class support, contributing directly to customer satisfaction and loyalty, which are fundamental to Pela’s success.
If you thrive in a dynamic, remote work environment, are highly organized, possess a strong work ethic, and have a genuine desire to contribute to a company making a real difference in the world by reducing plastic waste, we encourage you to apply. This role offers the flexibility of remote work coupled with the opportunity to be part of an impactful, mission-driven team. Your contributions will directly influence customer satisfaction and loyalty, helping Pela continue its journey towards a plastic-free planet. Join us in shaping a greener future, one customer interaction at a time. Your ability to connect with customers, understand their needs, and provide thoughtful solutions will be key to elevating the Pela experience.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and social media platforms.
- Diagnose and resolve customer issues related to products, orders, shipping, and returns with efficiency and empathy.
- Provide accurate and detailed information about Pela products, features, and sustainability initiatives.
- Process orders, exchanges, and returns according to company policies and procedures.
- Escalate complex issues to appropriate internal teams when necessary, ensuring timely follow-up.
- Maintain a comprehensive knowledge base of product information, FAQs, and common resolutions.
- Gather customer feedback and contribute insights to help improve products and services.
- Proactively identify opportunities to enhance the customer experience and build brand loyalty.
Required Skills
- Minimum 1 year of experience in a customer service or support role, preferably in an e-commerce or remote setting.
- Exceptional written and verbal communication skills with a friendly and professional tone.
- Strong problem-solving abilities and a keen eye for detail.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and common productivity tools.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Demonstrated empathy and patience when dealing with diverse customer needs and concerns.
- Reliable internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Experience working for a mission-driven or eco-conscious brand.
- Familiarity with Shopify or similar e-commerce platforms.
- Multilingual abilities (e.g., French, Spanish) are a plus.
- A passion for sustainability and environmental responsibility.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision benefits.
- Flexible remote work environment.
- Generous employee discounts on Pela products.
- Opportunities for professional development and growth within a rapidly expanding company.
- Be part of a passionate team making a positive global environmental impact.
- Access to a supportive and collaborative company culture.
How to Apply
Interested candidates are encouraged to click on the application link below to explore current openings and submit their resume and cover letter. Please highlight your experience in customer support and your passion for sustainability. We look forward to reviewing your application!