Mission:

2ULaundry is on a mission to give people time back to do what matters most in life. We merge next generation logistics technology, an innovative cleaning process, and an old-fashioned dedication to customer satisfaction to create millions of hours of free time for our customers and even more magical moments for their families.

Behind the scenes? We come to work happy because magical people create magical moments. We always have our customer experience in mind as we continue to grow our business, and we take our employee experience just as seriously. We make sure our team members have the runway for growth, the feedback and transparency needed to evolve in their professional development, and feel supported all the while doing incredible work.

Our keys to success: We bring joy to the traditionally painful and annoying laundry and dry cleaning experience. We work with our Operations team to support our customers’ needs, and we share their feedback internally so that we can continue to deliver the best experience you can possibly imagine. Every. Single. Day.

The Role:

As a Customer Care Agent , Tier II in our Charlotte Headquarters, you’re an ambassador for the 2ULaundry brand. You’re comfortable thinking on your feet and feel a genuine sense of pride when helping people and solving challenging problems. You need to be customer and business focused, and quick-thinking to coordinate daily operations across our evolving service offerings and multi-city locations. You are self-motivated and continually strive to think smarter, faster, strategically, and more efficiently to help build a world-class customer experience. This requires a unique kind of versatility and talent - a multi-tasking creative thinker who has an eye for identifying the root cause of a problem, suggesting actionable solutions, and coordinating across multiple channels to get the job done.

You’ll be helping develop long-term solutions to daily challenges by working with Operations, Vendors, Drivers, and other internal teams to accommodate customer requests and incorporate customer feedback into ongoing product and operational improvements. Your job is critical in learning how 2ULaundry can better meet our customers’ needs, communicating those learnings internally, and evolving as those needs change.

We need an exceptional daily contributor - someone who is willing to dive in and make EVERY opportunity count with our customers.

What you’ll do:

  • Provide above and beyond customer support, representing 2ULaundry’s core values in everything you do.
  • Serve as the primary escalation point for the frontline Customer Care Agents, advocating for our customers by owning and quickly resolving the exceptions to standard experience.
  • Interface with Logistics, Development, Billing, and Vendor Management to provide creative and thoughtful resolutions to customer requests.
  • Master our product, offerings, and internal systems to ensure thorough and clear communication and enforcement of business policies.
  • Capture and relay relevant customer feedback and insights to internal teams, including Operations, Development, Marketing, and Product, to constantly improve the customer experience.

Qualifications:

  • Bachelor’s Degree strongly preferred.
  • 2-4 years of relevant work experience, preferably in a customer-facing role.
  • You’re empathetic and have a true passion for delighting customers by putting yourself in their shoes. You can diffuse tough situations with ease!
  • You’re detail oriented, comfortable with multi-tasking, and can address a high volume of inbound requests.
  • You can follow company policies while working in the best interest of the customers.
  • You’re interested in startups and have a willingness to be flexible with our growth.
  • You have excellent verbal and written communication skills.
  • You have an exemplary work ethic, a “get it done” attitude, and high personal accountability.
  • You’re a team player and comfortable with an ever-changing startup environment.

What you’ll get:

  • Competitive compensation.
  • Healthcare benefits including dental and vision.
  • The chance to join a fun, dynamic culture that encourages rapid professional growth.
  • Open office near Charlotte’s vibrant South End neighborhood.
  • Heavily discounted laundry and dry cleaning (Now who doesn’t love that?)