Company description

Keap is a company that makes all-natural luxury candles—at the core, Keap facilitates connection to the natural world, our loved ones, and our own spirit. The candles blend the scents of acclaimed master perfumers with a regenerative approach to materials and packaging. We make all our products in-house in our Kingston studio.

The company has been featured in leading publications such as the New York Times, Dwell, and Architectural Digest.

We're a small, caring team in the early years of a long-term journey to build a company that will benefit generations to come. We're looking for kind, thoughtful, self-reliant problem solvers to join the team and help inform not just our customer experience efforts but also the direction of our company and culture.

Job description

Who this might interest
This is a unique opportunity to join an ambitious, long-term oriented company with a strong sense of place and a mission-driven ethos. We are looking for someone who combines exceptional customer service abilities with technical aptitude and systems thinking.

You'll be the person responsible for nurturing our relationships with customers through digital channels while continuously improving how we operate. You're equally at home taking an emotionally charged customer email, recognizing the underlying needs being expressed and finding an empathetic solution, as you are building and optimizing the technical systems we use to ensure we deliver consistent, exceptional experiences.

You have a striking ability to use language to communicate clearly and effectively, ensuring that complex situations are dealt with adroitly and empathetically. You're also excited about technical tools like Shopify, Recharge, and Coda, and have a natural inclination to improve processes and create documentation. You're energized by—not afraid of—automating and eliminating low-value tasks so you can devote your talents to solving higher-level problems and building meaningful community connections with our customers.

In this role, you will...

• Manage the customer experience through our service platform Gorgias, responding to all inquiries with empathy and care
• Handle technical aspects of customer service including creating bulk uploads to Recharge, managing subscription changes, and implementing solutions through our various platforms
• Administer our B2B relationships by processing reorders from existing partners, managing invoicing, and ensuring smooth operations
• Continuously improve our systems by identifying opportunities for automation, creating better documentation, and implementing technical solutions
• Organize in-person pop-ups including applying for events, and in some cases representing Keap as a salesperson
• Collaborate closely with our Production & Logistics team to ensure customer needs are met efficiently and feedback is incorporated into our processes
• Take ownership of evolving this role by identifying and automating repetitive tasks (e.g., creating a self-service B2B reorder portal, streamlining data workflows, implementing AI solutions) to free up time for high-impact community initiatives. As you make the role more efficient, you'll have increasing opportunity to develop new connection points between our customers, launch creative community programs, and represent Keap at events that strengthen our community.

What we're looking for

• A commitment to embodying our Values, to:
  • Lead with Love - We lead with empathy and treat those we serve in the same way we would wish to be treated
  • Be Long Term Committed - With every decision we make, we do what is right for the sustainable, long-term good of our customers, ourselves, and the planet
  • Be Intellectually Rigorous - We seek to be both teachers and students in all that we do, always humbly looking for further improvement
• An Empathy Superstar: Someone with a knack for understanding customers' emotional needs and responding with genuine care
• Technical Proficiency: Comfortable with platforms like Coda, Shopify, Recharge, and Klaviyo; excited to learn new tools and implement technical solutions
• Systems Thinker: Naturally inclined to simplify and improve processes; constantly asking "how could this be better?"
• Outstanding Communicator: Excellent written and verbal skills; able to express complex ideas clearly and empathetically
• Self-Directed: Exceptional time management; able to balance reactive customer needs with proactive improvement work
• Growth Mindset: Excited by the idea of automating the lower-value parts of work to take on higher-value initiatives

Avenues for Growth
Since we put such a strong emphasis on continuous improvement, all full-time Keapees develop strong systems design skills, making them versatile generalists that can easily work across job functions.

While this opens up the opportunity for major career shifts, these are the areas where we see the most likely pathways for quick evolution.

• Partnerships & Press Relations: Managing relationships with external partners, from values-aligned brands to writers and review sites, executing press pitches, and building partnerships with wedding venues, interior designers, etc. to build out our bulk order business.
• User Experience and E-commerce: Taking customer feedback into your own hands, by overseeing A/B tests on email flows, subscriber portal changes, product pages, checkout pages, etc. and overseeing design changes to create better experiences and better outcomes for customers and Keap.
• New Storytelling Formats: If you have prior experience making short videos, podcasts, or moderating community forums, these are areas into which we are looking to expand our Storytelling.
• Events + Pop-ups: Helping to further scale our pop-ups and coordinating other events (e.g. panel discussions, workshops, studio tours, etc.)

Note: We are in the process of radically streamlining the administrative and repetitive elements of the customer service role, and we anticipate it to very soon be able to shift energy to some of these responsibilities.

Compensation

this position is: hourly, $20/hr +

Application instructions

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Deadline

no deadline