Customer Support Lead

About Us: Windmill is reimagining home comfort with innovative, high-design, smart air products, including window ACs, desk fans, and air purifiers. We?re looking for an empathetic, friendly, positive, and resilient person (who lives on the west coast) to help take Windmill customer support to the next level. We are a close-knit, lean team, and we?re excited for you to help us deliver an incredible experience for our customers! Customer Experience: Be a customer-facing leader of the Windmill brand, as you help manage and optimize our overall customer experience ? Live and breathe our customer support portal (Gorgias) and address inbound customer questions across channels, via chat, email, phone etc. ? Oversee daily customer support operations to ensure timely, empathetic, and effective resolution of issues. ? Proactively identify issues that could impact a customer's experience such as weather and/or transportation delays. ? Analyze top customer pain points and relay key issues and ideas to the co-founders and rest of the team. ? Help establish performance goals and ensure team members are equipped with the tools and skills to meet them. ? Be a team leader/coach and assist other agents with escalations and unique cases. Special Projects: Gain holistic business-building/startup experience by helping the co-founders & other directors with various projects and initiatives (related to marketing, product, growth, etc.). Skills and Qualifications: ? 2+ years of work experience (prior e-commerce and consumer brand experience a plus!) ? A self-starter who is team-oriented, but can thrive with a lot of autonomy and without a lot of ?hand holding? ? Positive, empathetic, resilient personality ? Open, effective communicator and writer, with great organizational skills ? A flexible problem-solver who is both data driven and can quickly adapt in a changing, fast paced environment ? Proficiency in Gorgias or similar customer support software (AI app experience a plus!)