Location: Durham, NC

Employment Type: Full Time

Team: Distribution Customer Advocate

The Company

Spoonflower’s mission is to inspire individuals to make, buy and sell unique products built around color and pattern. Our e-commerce website makes it possible for individuals to create, sell, and shop for unique fabrics, wallpaper and home decor, such as bedding and table linens. Many of the designers who use Spoonflower to create products also use it to sell their artwork, making Spoonflower the world’s largest marketplace of surface designs. The community of designers and shoppers who make up Spoonflower is central to what we do. Our goal is to continue to expand the reach of Spoonflower’s services internationally, and, more generally, to expand the opportunities available for individuals to express themselves through color, pattern and personalization. At Spoonflower, creativity, customer-focus, resourcefulness, authenticity, fun and trust are the core values of our workplace. Our team is full of creative, multitalented individuals who embody -- like our customers -- a DIY ethic and an embrace of hard work. We offer team members competitive benefits, support of continuing education, the chance to learn new skills and to move within the company, and a dynamic and flexible company culture.

The Opportunity

Spoonflower is seeking to add a Third Party Marketplace Customer Advocate to our Customer Service team.

Summary

Customer Advocates at Spoonflower help us serve our rapidly growing community of designers, sewists, and fabric lovers through our third-party marketplaces. Spoonflower has a special relationship with the community that uses its service. Our relationship with our third party marketplace customers is our most important customer acquisition tool and we rely upon an engaged and positive relationship with the Spoonflower community in order to grow. Creating positive interactions with customers while still managing time effectively is one of the primary skills of a Customer Advocate.

Responsibilities

• Handling individual communications with members of the Spoonflower community via marketplaces, email and phone.
• Providing information about our products, services, and order status.
• Potentially supporting higher needs customers like small business owners.
• Contributing content to listings, blog and elsewhere. Resolving issues using good judgement, sensitivity, and quick thinking.
• Providing feedback to the engineering, product, performance marketing and operations teams about product, promo and technology challenges.

Requirements

• 1 - 2 years of customer service experience.
• Experience in managing third party marketplaces (Etsy, eBay, Amazon)
• Working English proficiency in spoken and written English.
• Outstanding writing skills.
• Must have a solid grasp of grammatical rules, the ability to properly construct sentences and to write clearly and concisely while still communicating the entirety of the message. A writing assessment is a part of the application process.
• After an initial training period, applicants must be able to work either Saturdays or Sundays.
• A positive outlook and a collegial and professional attitude.
• Experience working with a global company (offices in multiple time zones) a plus.
• Ability to communicate and collaborate with customer service teams and other departments in the global company.

What Can We Offer You?

• 100% company paid medical premiums for you and your family
• 93% of qualifying medical expenses covered by the company
• 401K with a 4% company match
• 120 hours of PTO a year
• 88 hours of flexible holiday pay
• $75 Monthly Creativity Benefit

Interested?

If you're interested in joining Spoonflower, please send a cover letter, telling us what inspires you about Spoonflower and why you think you are perfect for our team. We are as interested in knowing who you are as we are in knowing what you can do. Applications without a cover letter will not be considered.

Include in your letter a URL for any/all your online material that you would like to share with us, including resume, blog, or portfolio of work.

We have a trove of talented individuals in the Durham and RTP areas. Therefore, only local candidates will be considered.

We look forward to hearing from you!

To all agencies:

Please, no phone calls or emails to any employee of Spoonflower, Inc. about this job posting. All resumes submitted by search firms/employment agencies to any employee at Spoonflower, Inc. via email, the internet or in any form and/or method will be deemed the sole property of Spoonflower, Inc. unless such search firms/employment agencies were engaged by Spoonflower, Inc. for this requisition and a valid agreement with Spoonflower, Inc. is in place. In the event a candidate who was submitted outside of the Spoonflower, Inc. agency engagement process is hired, no fee or payment of any kind will be paid.

To qualify for employment at Spoonflower, Inc., applicants must be legally authorized to work in the United States and should not require, now or in the future, sponsorship for employment visa status. Spoonflower is committed to a policy of Equal Employment Opportunity. All qualified applicants are considered for employment without regard to race, color, religion, creed, national origin or ancestry, sex, gender, gender identity, sexual orientation, marital status, age, physical or mental disability, protected veteran or military status, genetic information, or any legally recognized protected basis under federal, state or local laws, regulation or ordinances.