Account Manager

| Greater NYC Area

At Feather, our mission is to transform humanity's relationship with material goods to create a healthier and happier planet. You’ll join a fast-paced, innovative team whose passion lies in delighting customers and helping people live lighter.

Feather is looking for a motivated self-starter to join the account management team, which is creating a world-class brand through customer experience on a daily basis. This role will be based in NYC to manage west coast accounts with working hours between 12pm-9pm Sunday-Thursday. 

You’re a great fit if you’re excited to work hard and learn how to build a company.

What you’ll be doing:

Manage the Customer Experience 

  • Manage customers through their entire life cycle, including: fulfillment, scheduling, customer communication, day-of-delivery troubleshooting, mid-subscription needs, and end of subscription options 
  • Track commonly asked questions, concerns, and customer feedback, which are used by the CX team to drive product improvements 
  • Learn and deeply understand the Feather service, cost structure, and logistics 
  • Keep CRM database up to date with detailed notes and price changes 
  • Coordinate any building requirements with the customer (COI, elevator reservation, etc) 
  • Troubleshoot daily operations with the delivery team and customers

Coordinate deliveries and oversee logistics

  • Schedule, calculate, and coordinate swaps, extensions, renewals, buyouts, early terminations, and pickups 
  • Allocate inventory and manage website stock levels 
  • Load our dispatch product daily 
  • Handle contracts, payments, collections, and other billing matters

What you need to be successful:

  • 1-3 years experience in customer service and/or account management 
  • Ability and passion for talking to people and a drive for customer satisfaction 
  • Comfort navigating ambiguity and working in a startup environment 
  • A calm and problem-solving demeanor paired with a friendly and personable written and spoken voice 
  • Ability to multitask, prioritize responsibilities, and manage your own schedule 
  • A passion and drive for the Feather mission!

Who you are:

  • Based in NYC (or willing to move)
  • Excited about joining a small team and growing with Feather
  • Passionate about Feather's mission
  • Eligible to work in the United States

What you’ll get when joining Feather:

  • Competitive compensation
  • Generous health, vision, dental, and ancillary benefits
  • Flexible vacation and paid time off
  • A 50% discount on your own Feather subscription
  • The latest MacBook and a high-resolution external monitor
  • A stylish desk and an ergonomic chair (it's what we do, after all!)
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases

Location

Feather just opened a beautiful new office in the middle of SoHo, with easy access to most subways as well as amazing food, drinks, and shops.

What are Feather Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Acme Co. also provides 8 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Monthly.
Free Daily Meals
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per month.
Professional Development Benefits
Promote from within
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