We’re looking for a Customer Happiness Specialist (English and Spanish speaking) – North America, to play a key role in delivering outstanding customer support across all platforms.
Nice to meet you!
Yoto puts kids in control of an inspiring world of audio.
Our screen-free audio players let kids listen, learn and play at their own pace. All while making sure they’re safe to explore what inspires them.
The award-winning Yoto Player launched in early 2020 and quickly found a home on the world’s play mats, kitchen counters and bedside tables. It was later named one of TIME Magazine’s Top 100 Inventions of 2020. Yoto Mini, our portable player, launched in late 2021 and has accompanied kids on countless adventures. It won a D&AD pencil in 2022. Soon after, in 2023, we launched the 3rd generation of our player – almost instantly earning a place in the Junior Design Awards shortlist.
The Yoto Card Store has more than 700 titles from some of the world’s best creators, publishers and labels. We also create Yoto Originals like this one. Oh, and this one too!
The Yoto Customer Happiness Team
We are fortunate to have a wonderful, growing community of Yoto customers, and the Happiness Team has the crucial job of looking after them.
Our potential and existing customers like to get in touch with us from all regions of the world, although most are located in the USA and UK, and they can contact us through many channels, including email, live chat and social media.
The main aim of the team is to provide unparalleled service across all platforms. As we are growing fast with customers across the globe, we are increasing the number of people within the team, so that we can give our customers 24/7 support.
The role
We’re looking for a Customer Happiness Specialist to join our Customer Happiness team. You will play a key part in delivering outstanding customer support across all platforms. You will improve your abilities through training and support from Yoto, improve the service to our customers through your approach and the help you provide, and improve our products through the feedback you give to our management, development and technical teams through the systems you use.
We want to find someone outgoing, positive and team-minded who is able to communicate easily and effectively with customers. You may have customer support/happiness experience (ideally with experience of ‘connected’ products), but this is not a prerequisite.
What you’ll be doing
Email, Live chat, SMS, social media and Amazon Marketplace support to all Yoto customers, for all current and legacy products following brand guidelines, language and approach
Providing service cover to agreed levels/hours (11am-7pm EST) and being adaptive as required for seasonal peaks
Meeting activity targets and logging customer feedback to allow product and experience improvements
Pre- and post-sales first line technical advice and support to all Yoto customers, with knowledge base and assistance from Yoto technical team
Arrangement of returns and replacements for customers
Work effectively while remote to the office
Working with the Marketing team to present a consistent approach across all customer-facing channels.
What you’ll bring
Availability to start immediately / as soon as possible
Located in North America
Fluent in written and spoken English and Spanish
Must be able to commit to shift work, including weekends
Proven history of team, policy and process development
Customer obsessed, with an ability to communicate clearly, politely and in a literate yet friendly manner
Good proactive solution proposals, acting to ensure customer happiness
Ability to clearly and empathetically resolve technical matters with customers
Comfortable working remotely using your own computer set-up as well as a variety of cloud-based software solutions
A friendly, outgoing, personality with a hands-on mentality, willing to roll your sleeves up, and deliver to agreed targets
Ideally, but not a prerequisite
Experience with Shopify
Gorgias/Zendesk/Front or similar help desk solution experience
Salary: $50,000
What we offer in return
Hybrid working with a choice based approach (we would love you to come into the office once a week/month, and more)
30 PTO days per year (20 vacation days, 10 holidays)
2x volunteer days a year
Company-matched 401k plan
Additional benefits including health, dental, vision insurance
Yoto player and starter pack of cards
Office in downtown Brooklyn
A collaborative tech-focused creative environment