Customer Success Specialist

About Brava:

We’re a technology and consumer hardware company focused on elevating in-home cooking and eating experiences – we are making home your favorite place to eat! Our cross-functional, passionate and experienced team of engineers, scientists, chefs and creatives has shipped products like the August Lock, Pebble Smartwatch and iPhone, and led multiple companies to high-profile exits. Are you a foodie looking to work with an amazing team that will challenge, support and inspire you? Let’s talk!

The Role:

We are seeking to hire people focused on delivering amazing customer experience. You live and breathe customer service, love to cook, and have the technical chops to to troubleshoot our smart kitchen product. You will help build Brava Customer Care from the ground up, build out strategy, process and policy through hands-on experience.  This role is ideal for an ambitious, driven, and collaborative individual who thrives in a fast-paced environment and will push us to do even greater things together. This is a great opportunity to grow with a new, innovative company!

What You’ll Do:

  • Manage incoming customer inquiries via multiple channels -- phone, chat, email and social media

  • Drive high NPS by focusing on delivering concierge-level service

  • Onboard new customers and introduce them to the Brava lifestyle

  • Help customers troubleshoot technical issues

  • Use customer care data to contribute to customer retention and product usability

  • Develop and maintain documents to establish processes and manage customer care knowledge

  • Train new customer care representatives

  • Do anything else needed to help customers embrace the Brava lifestyle!

Our Ideal Candidate Has:

  • 1+ years of experience in a customer-facing role with phone, chat, and email experience; quality assurance or food service industry is a plus!

  • Interest in working in an early stage, rapidly growing startup

  • Experience with customer support software or QA background a major plus!

  • Strong time management skills, including the ability to multitask and wear multiple hats

  • Ability to adapt to a wide range of customers and challenges

  • Determination and focus to solve problems with strong analytical skills

  • A concierge mindset -- patient, optimistic and solution-oriented

  • A strong work ethic -- willing to stretch the extra mile to service our customers 24/7 (requires some nighttime and weekend flexibility)

  • A college degree; bachelor’s degree is a major plus, but not required

Why You Should Work Here:

  • The Brava Oven is a truly innovative product, incorporating many patented inventions to improve a fundamental aspect of everyday life

  • You’ll have the opportunity to work with an amazing team of experts in fields as diverse as mechanical engineering, retail management, culinary science, and photography

  • You’ll be compensated with competitive salary, equity and benefits

  • We’ll trust you to do things right

  • Your feedback and opinions are valued and heard

  • We’re at an early stage and provide significant career growth opportunity

  • You’ll be creating something that people love and use on a daily basis!