Customer Support Agent

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Naya

WebsiteLinkedInAll Job Openings

11 - 50 employees

💰 $5.7M Seed Round on 2022-03

Naya.studio is the first ever home for product design, built for design studios to power their projects from idea to reality. Design teams today jump from screens to studio tables to shop floors, creating an average of 500 unique assets per project (from 3D models to videos), working across over 10 software platforms (from figma to rhino) and collaborating with over 23 stakeholders (from engineers to end users). This makes the process messy, fragmented, slow, and expensive, leaving less time for creativity, sustainability, and listening to customers. Naya is a software for orchestrating the design process — a single platform where you can manage all your assets (models, videos, and more), integrate your favorite design platforms (miro, figma, google, and more) and coordinate with your key stakeholders (including core team members, fabricators, and AI collaborators). Ultimately collect the entire design journey in one place, ensuring you have a more seamless workflow and your team’s invaluable work and knowledge are documented for launching future projects, capturing IP, onboarding new team members, building case studies, and AI recommendations that are specific to improving your process and design. Naya was born out of Harvard’s Design School 4 years ago and is backed by VC and executives at Figma, Pinterest, and Google. Today teams from Mumbai to Milan and Microsoft to MillerKnoll are using the platform to create the next generations of products that are more creative, thoughtful, inclusive, and sustainable.

📋 Description

• Own the full customer conversation across Gorgias: email, Instagram and social DMs, Amazon Buyer Messages, and review responses on Trustpilot, Amazon, and the Arc storefront. • Reply with care, accuracy, and brand voice. No copy paste templates dropped without context. Every message reads like Arc wrote it. • Resolve order issues end to end: tracking, address changes, replacements, returns, refunds, damaged shipments, lost parcels, and warranty claims. • Use MinimalAI as a draft and assist tool, not as a replacement for judgement. Review and improve AI drafts. • Build and maintain the macro library, FAQ articles, and internal knowledge base. When the same question shows up three times, you make sure it never has to be answered manually a fourth. • Spot patterns in the queue and feed them back to operations, product, and engineering. • Protect SLA targets on first response time and resolution time across all channels, including weekend coverage windows where required. • Coordinate with the warehouse and 3PL partners on stock holds, expedited shipments, and exception handling. • Manage chargebacks and PayPal disputes with the evidence and tone that wins them. • Keep customer records, tags, and notes clean in Gorgias and Shopify so the team can trust the data. • Handle escalations with composure.

🎯 Requirements

• 2+ years in customer support, ideally for a DTC ecommerce, consumer hardware, or premium lifestyle brand. • Hands on experience with a modern helpdesk: Gorgias, Zendesk, Front, or similar. Comfortable with macros, tags, automations, and reporting. • Native level written English. Clean grammar, sharp tone control, and the ability to write a reply that sounds human under pressure. • Detail obsessive. You catch the order number that does not match, the address with the missing line, the SKU that was discontinued last month. • Well organised and self directed. You manage your own queue without supervision, and you do not let tickets age. • Industrious and consistent. A full 40 hour queue does not faze you, and quiet days are spent improving the macro library, not waiting. • Friendly under pressure. Hostile customers, public complaints, and complicated escalations do not change your tone. • Comfortable with Shopify, basic order management, and reading shipping carrier tracking detail. • Reliable EU time zone overlap, Monday to Friday core hours, with willingness to cover occasional weekend windows. • Working setup that supports a professional remote role: quiet environment, stable internet, second monitor preferred.

🏖️ Benefits

• Free Arc products • Gorgias as the helpdesk • MinimalAI as the assist layer • Shopify and the full Arc product catalogue as your context • Equipment: you provide your own laptop and reliable internet. • Modern tooling: Gorgias, MinimalAI, Shopify