We’re looking for a Customer Happiness Specialist (English and Spanish speaking) - North America, to play a key role in delivering outstanding customer support across all platforms.
Nice to meet you!
Yoto puts kids in control of an inspiring world of audio.
Our screen-free audio players let kids listen, learn and play at their own pace. All while making sure they’re safe to explore what inspires them.
The award-winning Yoto Player launched in early 2020 and quickly found a home on the world’s play mats, kitchen counters and bedside tables. It was later named one of TIME Magazine’s Top 100 Inventions of 2020. Yoto Mini, our portable player, launched in late 2021 and has accompanied kids on countless adventures. It won a D&AD pencil in 2022. Soon after, in 2023, we launched the 3rd generation of our player – almost instantly earning a place in the Junior Design Awards shortlist.
The Yoto Card Store has more than 700 titles from some of the world's best creators, publishers and labels. We also create Yoto Originals like this one. Oh, and this one too!
The Yoto Customer Happiness Team
We are fortunate to have a wonderful, growing community of Yoto customers, and the Happiness Team has the crucial job of looking after them.
Our potential and existing customers like to get in touch with us from all regions of the world, although most are located in the USA and UK, and they can contact us through many channels, including email, live chat and social media.
The main aim of the team is to provide unparalleled service across all platforms. As we are growing fast with customers across the globe, we are increasing the number of people within the team, so that we can give our customers 24/7 support.
The role
We’re looking for a Customer Happiness Specialist to join our Customer Happiness team. You will play a key part in delivering outstanding customer support across all platforms. You will improve your abilities through training and support from Yoto, improve the service to our customers through your approach and the help you provide, and improve our products through the feedback you give to our management, development and technical teams through the systems you use.
We want to find someone outgoing, positive and team-minded who is able to communicate easily and effectively with customers. You may have customer support/happiness experience (ideally with experience of ‘connected’ products), but this is not a prerequisite.
What you’ll be doing
- Email, Live chat, SMS, social media and Amazon Marketplace support to all Yoto customers, for all current and legacy products following brand guidelines, language and approach
- Providing service cover to agreed levels/hours (11am-7pm EST) and being adaptive as required for seasonal peaks
- Meeting activity targets and logging customer feedback to allow product and experience improvements
- Pre- and post-sales first line technical advice and support to all Yoto customers, with knowledge base and assistance from Yoto technical team
- Arrangement of returns and replacements for customers
- Work effectively while remote to the office
- Working with the Marketing team to present a consistent approach across all customer-facing channels.
What you’ll bring
- Experience in a frontline Customer Support role in a fast paced environment
- Availability to start immediately / as soon as possible
- Located in North America
- Fluent in written and spoken English and Spanish
- Must be able to commit to shift work, including weekends
- Proven history of team, policy and process development
- Customer obsessed, with an ability to communicate clearly, politely and in a literate yet friendly manner
- Good proactive solution proposals, acting to ensure customer happiness
- Ability to clearly and empathetically resolve technical matters with customers
- Comfortable working remotely using your own computer set-up as well as a variety of cloud-based software solutions
- A friendly, outgoing, personality with a hands-on mentality, willing to roll your sleeves up, and deliver to agreed targets
Ideally, but not a prerequisite
- Experience with Shopify
- Gorgias/Zendesk/Front or similar help desk solution experience
Salary: $50,000
What we offer in return
- Hybrid working with a choice based approach (we would love you to come into the office once a week/month, and more)
- 30 PTO days per year (20 vacation days, 10 holidays)
- 2x volunteer days a year
- Company-matched 401k plan
- Additional benefits including health, dental, vision insurance
- Yoto player and starter pack of cards
- Office in downtown Brooklyn
- A collaborative tech-focused creative environment
About Yoto
We're a Series A tech company with a well-funded and fast-growing international team.
Our offices are in London and New York. We have in-house expertise in hardware and software, technology development, product, marketing, commercial and retail.
We’re excited to build and develop a tight-knit and energetic team to help make Yoto the next great family brand!
Yoto spans the kids' audio, tech, entertainment and edtech industries, and our products have won awards in innovation, play and education categories. Time Magazine even named Yoto Player one of the Best Inventions of 2020.
Our Card Store includes 700+ titles from the world’s best rights-holders including Disney, Penguin Random House, Mattel, Harper Collins and Sony Music. We also produce our own Yoto Originals, often with award-winning collaborators.
Flexible working and autonomy are key to life at Yoto. We support working parents because we know that life and work need to work together. And just as we share audio content from a diverse community of creators, we also strive to build an inclusive team. Our passionate D&I group raises new voices, beliefs, and perspectives to help everyone at Yoto feel heard. Check out our website for more info on our approach to D&I