Remote Weekend Customer Experience Representative (Contractor) @ Archive

Join Archive in our mission to change consumer shopping behavior for the better. If you think humans buy too much stuff and throw too much away, then this problem is for you. As the leading technology platform for branded resale, we now power circular businesses for 50+ brands globally including Lululemon, The North Face and New Balance. We are growing our team of highly motivated, forward-thinking individuals to help build the most delightful user experience for shopping used items, and the software to help brands make this a significant part of their business. If this mission speaks to you, come join us as we grow our share of the booming second hand market—projected to grow 3X faster than the overall global apparel market and to hit $350 Billion globally by 2028.

What You’ll be doing

• Focus on helping our customers achieve success with the buying and selling of used products on Archive sites
• Respond quickly to customer-submitted email requests
• Troubleshoot and guide customers through any questions or concerns
• Partner with internal teams to solve larger customer-related issues
• Keeps current with product knowledge
• Documents problems and resolutions and escalate appropriately
• Follows up with customers to ensure that issues have been addressed successfully

What you need for this position?

• Strong customer service skills, case ownership, positive attitude, excellent problem-solving, communication, and organizational skills
• Prior experience working with customers
• Prior experience with Zendesk is a plus
• Basic knowledge of e-commerce retail
• Customer-facing experience desired (retail, hospitality, online support, etc.)
• Ability to communicate effectively with non-technical staff and customers
• Knowledge of all Microsoft Office Suites
• Ability to work remotely with little supervision while still completing daily tasks.
• Customer-focused – what we do revolves around the customer!
• Ability to think critically, troubleshoot, and solve complex problems in a fast-paced, changing environment
• Ability to work weekends is required.  At least 6 hours on Saturday and Sunday.
• This is a part-time role with a maximum of 30 available hours.
• This role is open to US applicants only.

Compensation varies based on a variety of factors which include (but aren’t limited to) role level, skills and competencies, qualifications, knowledge, and experience. In addition to base pay, certain roles are eligible for equity as well, and all employees are eligible for a full benefits package including employee and dependent healthcare and 401(k) enrollment. Our team of over 50 employees is currently remote-first, with an office in NYC and optional in-person work for those located in the area. We have company offsites twice a year to bring the full team together in person, and occasional travel is expected as part of the job. Archive is a Series B company backed by lauded investors including Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures. We prize an inclusive and transparent culture, and remain true to our values in everything we do. We were honored as Fast Company’s #2 Most Innovative Company in Retail in 2024, and continue to challenge ourselves to change consumer shopping behavior for the better. We consider applicants of all backgrounds. If you are excited about what we’re building but don’t meet some of the criteria above, please don’t let that discourage you from applying. Please note, we are unable to accept applications from candidates outside of the US at this time. #Remote #LI-Remote