Role Description This is a remote position. Helpdesk Customer Service Agents, this role focuses on handling customer concerns, coordinating maintenance and repairs, and keeping clear communication with customers and service partners. A key part of the role is 10K maintenance outreach for stores, making sure vehicles receive timely service. Agents work independently while staying connected with the team to keep operations running smoothly. Essential Duties and Responsibilities (include, but are not limited to the following): - Assist customers through phone, SMS, email, and messaging platforms - Help customers with vehicle pickup and basic setup instructions - Make sure all required documents are completed and submitted - Update systems with accurate customer, vehicle, and service details - Receive and handle customer concerns such as vehicle issues, tire problems, or service requests - Schedule maintenance and repair appointments with vendors - Follow up with vendors to check repair progress and completion - Conduct regular 10K maintenance follow-ups for assigned vehicles - Handle 10K maintenance outreach for stores to ensure timely service coordination - Support customers with accident or claim-related concerns - Help review vehicle condition reports and assist with damage charges and payment follow-ups - Coordinate vehicle returns and assist with impound or towing situations - Support requests for vehicle swaps or upgrades - Follow up on pending repairs, parts, and service updates - Arrange towing services and confirm completion - Answer basic rideshare-related questions when needed - Communicate daily with customers, vendors, and service providers - Follow up on unpaid balances, help set up payment plans, and track payments - Keep records organized and ensure all tasks are completed on time Qualifications - Ability to work remotely and manage tasks with minimal supervision - Willing to join daily team check-ins for support and updates - Comfortable making outbound calls and following up with customers - Reliable internet, computer, headset, and phone for work use - Strong focus on customer service and problem solving Requirements - High school diploma or equivalent required - Additional education in business, communication, or customer service is a plus - Experience in customer service, helpdesk support, call center, logistics, automotive, or collections is preferred - Experience working with vendors or service providers is a plus Skills and Abilities - Clear verbal and written communication in English (Spanish is a plus) - Friendly, patient, and professional when dealing with customers - Ability to handle multiple tasks and follow-ups at the same time - Good organization skills and attention to detail - Comfortable discussing payments and setting up payment plans - Strong problem-solving skills and ability to think ahead - Able to work independently while being part of a team - Good at tracking tasks, deadlines, and updates - Proficiency in CRM systems, spreadsheets, and messaging tools

• Respond to customer inquiries via phone and Zendesk • Support customers with order tracking, charges, refunds, and disputes • Manage tickets efficiently while maintaining strong service quality • Meet performance targets across KPIs such as SLA, AHT, and First Call Resolution • Utilize Zendesk tools, workflows, and automation features effectively • Collaborate with Risk & Compliance and cross-functional teams • Support continuous improvement initiatives and adoption of new tools and AI workflows • Contribute to a positive, collaborative, and high-performing support environment

Role Description The Customer Experience (CX) Manager is responsible for leading and scaling the customer support operation at AptDeco. This role oversees CX Team Leads, CX Associates, and third-party outsourced support partners to ensure customers have an exceptional and seamless experience every time they buy or sell furniture with AptDeco. Qualifications - 5+ years of experience in customer support, customer experience, or operations management. - Experience managing customer-facing teams, including outsourced support vendors. - Strong written, verbal, organizational, and analytical skills. - Experience with customer support platforms, reporting, KPI management, evaluating and rolling out new CX technologies, and driving AI adoption within customer support operations. - Familiarity with AI tools, automation, and emerging technologies that improve CX team efficiency and customer experience. - A data-driven mindset with the ability to identify trends and turn insights into action. - Ability to manage complex escalations and improve operational processes. - Familiarity with G Suite and startup environments preferred. Requirements - A strong communicator and people leader. - Customer-focused, empathetic, and solutions-oriented. - Analytical and comfortable using data to improve performance. - Organized, adaptable, and able to thrive in a fast-paced startup environment. - Passionate about coaching, team development, and operational excellence. Benefits - Lead, coach, and support CX Team Leads, CX Associates, and outsourced support teams. - Lead hiring efforts for additional CX Associates and CX team members as business needs grow. - Assist with onboarding, training, coaching, and performance management. - Foster a strong customer-first culture aligned with AptDeco values. - Leverage AI tools to automate and simplify CX workflows. - Manage third-party support partner performance and SLA adherence. - Serve as the point of contact for complex customer escalations and sensitive issues. - Resolve high-priority customer concerns including disputes, damages, delivery issues, and payment escalations. - Own CX reporting and analytics including CSAT, response times, productivity, QA, and escalation trends. - Create recurring and ad hoc operational reports. - Identify opportunities to improve workflows, processes, and customer satisfaction. - Partner with Operations, Product, Engineering, Logistics, and Leadership teams to improve the customer experience. - Communicate customer feedback, operational insights, and process improvement opportunities. - Continue to be a brand ambassador of the company and demonstrate company values within the CX team and cross-functionally.

Role Description We’re looking for a Customer Support Representative who cares as much about education as we do. Our mission is to ensure that no classroom is left without a leader, and this role is at the heart of making that happen every single day. - Own the frontline communication with schools and educators via phone, email, and text, providing calm and efficient solutions when they need them most. - Manage the support inbox and internal channels with precision, ensuring every query is handled promptly, and nothing falls through the cracks. - Contribute to our growing Knowledge Base, turning common questions into self-serve resources that empower our users and make our team more efficient. - Identify recurring pain points or trends in user queries and recommend process improvements that directly enhance the school and educator experience. - Partner closely with our US-based teams to resolve complex issues, ensuring a seamless and consistent experience for our global community. - Document and escalate technical or systemic issues, working as the "eyes and ears" on the ground to help our product team prioritize what to fix next. Qualifications - You are genuinely motivated by our mission to help schools and educators. - You take personal pride in turning a user’s stressful morning into a success story. - You have a can-do attitude, with a bias for action, and you want to be part of a growing, motivated team. - You’re comfortable with ambiguity and enjoy the challenge of a fast-moving, scaling environment where things change quickly. - You’re the person who catches the small mistake before it becomes a big problem. Requirements - You can explain complex things simply, maintaining a professional, empathetic, and clear tone. - You can keep a cool head when the inbox is busy, knowing exactly which fire to put out first without losing your focus. - Helpful to have but not essential: - You have a background in Customer Service or Success (especially in a tech-led environment). - You have experience in the education sector. - You’ve used support tools like Zendesk, Intercom, or HubSpot and are a Google Suite pro. Growth & Development - You’ll have real ownership over the school and educator experience, and your feedback will directly influence how we improve our platform and processes. - You’ll receive regular, honest feedback and have access to learning resources to sharpen your communication, technical, and problem-solving skills. - Successful members of our Support team often grow into: - Specialist Roles: Moving into Support Operations or Knowledge Management. - Leadership: Mentoring new hires and leading sub-teams as the department expands. - Cross-functional moves: Leveraging your deep product knowledge to transition into Customer Success or Operations. Team & Culture We are a collaborative, high-energy group that lives by the mantra "We Care More." At Zen, support isn’t a silo; we work closely with our US colleagues and product teams to solve problems in real-time. - We value transparency and curiosity. - Decisions here are driven by data and frontline feedback. - You’ll be joining a team that celebrates wins together and supports one another during busy morning rushes. Benefits - 18 days of PTO + 8 days of paid sick leave + US Federal holidays + option to purchase up to 5 additional days per year. - Quarterly social budget. - Health insurance.