Style Theory is a Fashion-Technology company that is redefining Fashion Consumption. We believe that there is an inefficiency in the way we consume fashion in today's world, and are on a mission to provide a smarter solution.
We are currently Southeast Asia's largest and fastest growing Fashion Rental startup. Our core product is Fashion Rental Subscription using a â€œNetflix-for-Fashionâ€ model, the first and only of its kind in the region.
Today, we are focused on building more products to improve Fashion Consumption and driving these solutions across the region.
Every company exists because of its customers and for the benefits of its customers.
At Style Theory, we've built a culture around our customers, and you'll be the driving force of this culture. The Customer Experience Specialist role is critical in bringing our product to the customers and bringing our customers feedback to improve our product.
You will be at the heart of the operation that sees how the brand and products are received by the customers, helping to drive increased adoption of Style Theory and improve the overall quality of its use.
You work across functions and cut through levels to champion for our customer success by helping them get the best out of Style Theory and helping Style Theory become better for our customers.
You'll be working in a team of customer-centric, innovative and passionate customer champions who are empowered to do cool things that matter.
We are business consultants, project managers, product experts, fashion stylists, and first and foremost, our customers' best friends.
Responsibilities and Duties
Empathize with every aspect of the customer experience, putting customersâ€™ needs first
Maintain high levels of customer engagement with a focus on customer satisfaction and loyalty
Deliver exceptional service to all our customers throughout their journey leveraging on deep product knowledge
Communicate closely with third-party service providers to resolve customer requests
Conduct business reviews and proactively suggest solutions to common customer challenges
Proactively spot and correct any issues that could affect customer satisfaction or retention
Mentor and provide guidance to newer CSMs and partner with Operations team to help them be more effective
Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
Develop Customer Success assets and methods, and work with product marketing to create new or refine existing onboarding materials
Help drive customer references and case studies
Make reasoned judgments that are logical and well-thought out. Not accepting all arguments and conclusions you are exposed to but rather having an attitude involving questioning such arguments and conclusions
Help shape / redefine the customer journey from pre-purchase to post-service
Continually identify and develop new uses for Style Theory that drive adoption and that align to customers needs
Qualifications and Skills
Be fluent in English (written and spoken)
Be patient, empathetic, and customer-obsessed : We're happy only when our customers are happy
A relentless sense of responsibility and ownership in problem-solving : Nothing should be â€œnone of my businessâ€
The ability to read between the lines, to understand layers deeper than the surface, to walk in our customers' shoes
Strong communication and interpersonal skills. Proven experience building strong internal and external relationships
Relevant work experience in a customer-facing customer success, account management or strategic consulting organization
Have a positive can-do attitude, and willingness to get to the core of an issue
The ability to adapt quickly to the fast-paced start-up environment, to process new information on the go and translate that into customer-friendly language
Availability on weekends and overall flexibility to adjust schedule based on customers' needs (Fashion never sleeps!)
Passion for recreating the fashion consumer industry
Technical aptitude and the ability to pick up new technology quickly. Familiar with Google-drive suite and Microsoft Office
Diplomacy, tact, and poise under pressure when working through customer issues
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
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