Account Manager at Feather

| Greater NYC Area
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Feather is redefining furniture rental for city living and helping people feel at home no matter where they live or how long they plan on staying. By giving people smarter options, Feather is able to keep more furniture in homes and out of landfills.

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. We're looking for someone with a flexible schedule who loves to help people. You’re a great fit if you’re excited to work hard and be a part of building an amazing customer experience team!

What you’ll do:

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, and other billing matters

What you need to be successful:

  • 1+ years experience in customer service and/or account management 
  • Ability and passion for talking to people and a drive for customer satisfaction 
  • Ability to stay positive, flexible and solution-oriented through difficult situations
  • Attention to detail and the ability to multitask and prioritize responsibilities
  • 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 
  • A passion and drive for the Feather mission!

Who you are:

  • Based in NYC (or willing to move)
  • Excited about joining a startup 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
  • Health, vision, dental, and life insurance
  • Access to 401(k) and commuter benefits
  • Catered lunch three times a week and unlimited office snacks
  • Monthly in-office massages and after-work happy hours
  • A monthly wellness stipend
  • Flexible vacation and paid time off
  • A 50% discount on your own Feather subscription
  • The latest MacBook Pro and a high-resolution external monitor
  • A sit-stand desk and ergonomic desk chair
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Technology we use

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

Location

Feather headquarters are in SoHo, with easy access to most subways as well as amazing food, drinks, and shopping.

What are Feather Perks + Benefits

Culture
Partners with Nonprofits
We partner with JobPath, an organization that enables people with developmental disabilities to lead full and satisfying lives.
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
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
401(K)
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
Return-to-work program post parental leave
Company sponsored family events
We have monthly celebrations that all Feather family members are invited to.
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
Some Meals Provided
Happy Hours
Happy hours are hosted Once per month.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Promote from within

Additional Perks + Benefits

We have built a perks & benefits program that is as flexible as Feather's core business model by infusing choice and autonomy into the perks we offer. We work with companies like Zeel (for massages) and Cherry (for wellness benefits) that let our employees decide what's best for them, which allows for higher utilization of the perks we offer and a better, individualized employee experience.

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