Customer Support Representative

About the role

ALSO is an electric mobility startup building innovative small EVs. The Customer Support Representative will be the first point of contact for prospective and existing customers, helping them navigate product options, place orders, and resolve any issues that arise.

Key responsibilities

• Respond to customer inquiries via phone, email, live chat, and social media.
• Provide pre‑sale assistance, assess needs, recommend suitable products, and process orders and payments.
• Track orders, manage modifications, cancellations, returns, and refunds.
• Maintain a professional, positive, and empathetic attitude in all interactions.
• Escalate complex complaints to supervisors when necessary.
• Apply deep product knowledge to troubleshoot technical or mechanical issues.
• Educate customers on features, benefits, and maintenance of EVs.
• Handle warranty requests and coordinate with third‑party platforms.
• Collaborate with product, shipping, and sales teams to resolve issues.
• Gather and communicate customer feedback to improve offerings.
• Develop documentation and help‑center articles to enhance self‑service.

Required profile

• Excellent verbal and written communication skills with a strong customer‑focused mindset.
• Passion for electric mobility and ALSO’s mission.
• Ability to think critically, solve problems quickly, and stay calm under pressure.
• Adaptability to handle high‑volume, multi‑channel inquiries.
• Team player who can collaborate across sales, service, logistics, and product teams.

Required skills

• Strong product knowledge acquisition and application.
• Technical troubleshooting of mechanical or electronic issues.
• Proficiency in using multiple communication channels (phone, email, chat, social media).