Customer Service Representative

Embodied, Inc. is a technology company founded by veteran roboticist Paolo Pirjanian (iRobot, Evolution Robotics) with the conviction that the next big wave of technology will be driven by human-machine interfaces that are socially aware and intelligent.

Embodied’s veteran team of technologists, neuroscientists, child development specialists, and creative storytellers have been entirely reinventing human-machine interaction to enable realistic and intuitive interactions similar to humans. Through extensive research, they developed a breakthrough technology platform, SocialX™, that incorporates advanced AI and machine-learning to support fluid conversation, body language, eye contact, and emotions.

The first iteration of this technology is Moxie™, an animated companion for children developed to help promote social, emotional, and cognitive learning. Recognized by TIME magazine as one of the Best Inventions of 2020, Moxie™ has been called “the robot pal you dreamed of as a kid” (Wired Magazine), “the robot that could be your child’s or parent’s new best friend” (Fast Company), and “a technically impressive childhood robot” (TechCrunch). You can learn all about Moxie™ and see how Embodied (one of Fast Company’s Most Innovative Companies of 2021) works at: embodied.com

Position Summary

Join us as an integral part of our team as a Customer Support Representative. You'll be speaking directly with our consumer base to assist in a myriad of ways. Weekend and some night availability is a requirement.

Responsibilities include:

• Providing customer support for the Embodied, Inc. customer base

• Responding to customer support inquiries via phone, email, and live chat

• Communicating with various members of the team to find answers to customer questions and solutions to technical issues

• Guiding customers through product features and functionalities, and providing basic technical support where needed

• Triaging and escalating more complex issues to management as needed

• Following up with customers and teammates to ensure issues are resolved

• Sharing customer feedback and feature requests with the team

• Handling sensitive information (will require online training – company will pay for)

• Interacting fluidly and frequently with teammates and managers

• Positive and friendly rapport with customers

• Support tasks when necessary to ensure a positive and fluid customer service experience

Preferred Qualifications

• 1-2 years of experience in a customer service role

• Strong administrative and organizational skills

• Warm and helpful personality

• Excellent communication abilities with both technical and non-technical people

• Familiarity with Google Docs and collaborative documents is ideal (willingness to embrace is a requirement). Familiarity with Zendesk or similar help desk systems is a huge plus.

• Basic technical troubleshooting skills

• Resourcefulness, critical thinking, and independent decision-making abilities

• Ability to weed through ambiguity and move things forward

• Positive attitude; willingness to be a team player and take on unexpected responsibilities to help the team succeed
   

At Embodied, we support diversity and we are an equal opportunity workplace.