Customer Service Specialist

Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place.

We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fuelled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning.

Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability.

Role Description

To provide exceptional service to Koala’s customers ensuring we continually surprise and delight them with every interaction with us across every platform. Our number one priority (after making amazing products) is the customer experience. We are a brand that deeply cares about our customers and we strive to do anything to deliver happiness and satisfaction.

Within our team we provide both exceptional inbound Customer Service and also outbound Customer Engagement roles. We’re looking for full-time remote service specialists located on the East Coast (EST time zone) to join Koala to support the team as the business is growing.

Key Responsibilities

• Deliver high-class customer service interactions and operations that meet or exceed our CSAT and other Customer Service Metrics
• Engage with our customers across a number of platforms: live chat, phone, email, social media enquiries
• Responding to high-volume customer enquiries, requests, and communications
• Proactively reach out to customers who are experiencing delivery/product-related issues
• Support the implementation of operational initiatives to continually improve the Customer Experience
• Process tickets according to Koala’s protocols and processes
• Identify opportunities to add value to every customer’s experience
• Be proactive in your approach to solving customer problems and complaints
• Support customers through any return or warranty needs
• Continually promotes our brand and products by being helpful and informative

Ideal background

• 1-2+ years of experience in a customer service specialist (or similar) role with experience on phones
• Exceptional customer service, active listening, and well-developed verbal and written communication skills, together with a professional phone voice
• Great attitude and willingness to learn and progress in your career
• Did we mention that empathy is a must-have? Our candidates are no different to our customers and are at the heart of the business and an empathetic approach is a must at every touchpoint
• You love people and thrive on supporting them
• Near perfect grammar, English written and verbal skills
• Experience handling returns and warranties
• Problem-solving and liaising with management on critical issues
• Experience with Gorgias (Or similar helpdesks) and Shopify basics

Perks and Privileges

Koala is only great when its employees are happy; and we’re one happy bunch!

• Work From SofaBed (WFB) - Most of our team is located in LA and surrounding areas, but also happy for you to be fully remote.
• Take a break - Generous time off - Koala life leave, volunteer, parental, and more to help keep your work-life balance, balanced.
• Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam.
• Support & wellbeing - Our employee experience respects and embraces all families, formed, found, and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.
• Competitive 401k matching and comprehensive Anthem private health insurance plans.
• Accelerate your career - via our Learning Management platform, as well as individual and team growth budgets and dedicated days.
• Community & connection - We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our part? We believe that simply doing ‘no harm’ isn’t good enough So, how are we doing our p…