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!)