*6-month project-based role
*Chat and Email Customer Support (Non-voice)
【 About the role 】
Tomofun Customer Support team cares deeply, genuinely, and passionately about customer needs, and strives to provide a world-class support experience to our customers in making our customer-centric company successful.
You will possess a helpful and professional attitude to exhibit diplomacy, tact, and poise under pressure, as well as a strong sense of curiosity to solve problems when working through customer issues.
【 About the company 】
At Tomofun, we LOVE pets and technology. Our vision is to bring joy and innovation to every pet lover in the world.
We are pioneers in the pet tech industry. Our debut product, Furbo - the world's first AIoT treat-tossing dog camera, is the #1 bestseller on Amazon in 15 countries including the US, UK, and JP, and has millions of users in 113 countries. In 2019, we launched an AI-powered subscription service, the Furbo Dog Nanny which sends smart alerts to our users to notify them to check on the safety of their dogs when they are home alone. Since the launch of Furbo Dog Nanny, we have saved hundreds of dogs' lives and are continuing to innovate and develop new features with our state-of-the-art technology.
The learning curve is steep. But the work is exhilarating. Tomofun is on the cusp of a pet-tech boom, and we’re looking for smart, innovative thinkers who aspire to incredible things.
【 What you'll do 】
- Uphold company values and strive to always bring joy and innovation to every pet lover in the world.
- Effectively resolve customer inquiries in a considerate, accurate, timely, and professional manner.
- Articulate and escalate technical issues clearly and concisely by identifying customer needs and communicating them to the relevant teams and working closely with product teams to monitor the performance of products.
- Triage incoming requests and identify trends/patterns across the customer base to flag issues as well as potential solutions for the rest of the team.
- Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation.
- Maintain a positive, customer-focused attitude at all times.
【 Who you are 】
To be successful in this role, you must have…
- HUGE, ENORMOUS love for pets and passion for solving pet parents' problems!
- Superior communication skills - clear, concise, and able to handle stressful conversations and the ability to interact and connect with many types of personalities.
- You genuinely like talking to people and enjoy providing solutions to everyday problems.
- You are a passionate problem solver, who can swiftly identify the root cause of an issue.
- A knack for quickly learning new technology and the ability to quickly and efficiently problem solve and troubleshoot - if you don't know the answer, you know where to look and who to ask.
- Positive, empathetic, and uplifting attitude at all times.
- You want to be part of a team where you will have a direct impact.
【 Perks & Benefits 】
- You may be upskilled to a full-time CSR position based on your performance assessment and business needs.
- Come to work as you are, there is no dress code.
- Comfortable and creative working environment. It’s just like your home!
- Love to eat? We got snacks for everyone!
- Monthly Team Lunch and Team Buildings!
#LI-HYBRID
What We Do
Global AIoT pet tech company with the world's leading pet camera - Furbo Pet Camera. Founded in Taiwan, we created the #1 best-selling dog camera in 15 countries. At Tomofun, we absolutely LOVE pets and technology! Our vision is to bring joy and innovation to every pet lover in the world. We're a passionate startup full of talents who truly believe in making a difference in pet parents and their pets' lives through innovation. Tomofun is an exciting and fun workplace where we bring our pets to work everyday! We are a tight-knit family who have a shared mission to not only create innovative products but also to make meaningful social impact through our work. As a team, we truly embrace each other’s differences and adapt to changes quickly to stay ahead of the trend! Headquartered in Taipei, we also have offices in Tokyo, Seattle, Munich, Manila, and we're scaling to more pet-loving cities to expand our global footprint. We are pioneers in the pet tech industry. Our debut product, Furbo - the world's first AIoT treat-tossing dog camera, is the #1 bestseller on Amazon in 11 countries including the US, UK and JP and have millions of users in 113 countries. In 2019, we launched an AI-powered subscription service, the Furbo Dog Nanny which sends smart alerts to our users to notify them to check on the safety of their dogs when they are home alone. Since the launch of Furbo Dog Nanny, we have saved hundreds of dogs' lives and are continuing to innovate and develop new features with our state-of-the-art technology. Are you ready to bring joy to millions of pet lovers around the world and wow them with your awesome ideas? Are you the game-changer that we are craving for? Come join our pack
