Customer Experience Associate, Print Team (Triangle Area, NC)

Lulu Press is dedicated to making the world better, one book at a time, through sustainable practices, innovative print-on-demand products, and a commitment to excellent service. We use cutting-edge technology to produce high-quality eBooks and print-on-demand products via sustainable sourcing and environmentally conscious manufacturing practices.

Our employees are committed to making our communities and the world a better place by providing unrivaled customer service to one author, one idea, and one book at a time. It's part of our story. What's yours?

Customer Experience Associate, Print Team

The Customer Experience Team is responsible for responding to inbound customer inquiries. Topics include: helping customers locate their orders, identifying file-related issues, and working with our print network to resolve any issues that might arise during the print process.

• Provide email support to Lulu.com customers while maintaining specific key performance metrics for the number of tickets resolved, customer satisfaction, and response time
• Build rapport within the Lulu organization to leverage various individuals and departments as resources for ticket resolution
• Provide detailed notes to peers and/or manager when escalation of a customer ticket or chat is necessary
• Offer assistance to colleagues in need and participate in team meetings
• Work both independently and as part of the greater team
• Identify and report bugs to our product triage team as necessary
• Identify and contribute to process improvement initiatives
• Assist other teams with print-ready file escalations and questions.
• Maintain relationships with our print partners and hold them accountable for print SLAs
• Meet with print partners weekly and update the team on any issues that might affect customers.
• Surface systemic printer issues to the Global Fulfillment Team.

Education, Qualifications, and Skills

• Superior written communication skills with strong attention to detail and accuracy
• Minimum 1 year of customer support experience with an understanding of software as a service (SaaS).
• Years of experience exceeding 1 year may be considered for an Advocate level position.
• Familiarity with Adobe products like InDesign and Acrobat Pro is a plus.
• Familiar with the use of helpdesk/ticketing systems for customer inquiries (FreshDesk, ClickUp)
• Ability to approach each customer situation individually with a positive mindset.
• Self-motivated, independent decision-maker
• Thrives in being flexible, optimistic, and adaptable to change
• A willingness to mentor and teach others
• This position is eligible as a hybrid/remote within the state of NC.

Lulu Press offers a comprehensive benefits offering that includes medical, dental, vision, FSA / HSA accounts, voluntary benefit options, and unlimited PTO. Full-time employees are eligible for benefits on their first day of employment. Additionally, we offer a 401(k) retirement plan and company match.

Lulu Press is committed to Diversity, Equity, Inclusion, and Belonging in our workplace. We embrace the differences that make us unique individuals by welcoming the variety of perspectives our employees bring to the table. These perspectives can bring us together to solve problems and drive innovation.

Lulu Press is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, ethnicity, gender, gender identity/expression, sexual orientation, marital status, age, social class, physical ability, religion, national origin, protected veteran status, political beliefs, and other characteristics protected by federal / state / and local laws.

Please note: We are only able to consider candidates that live (or plan to live) in the state of North Carolina (US). Applicants must be authorized to work for ANY employer in the U.S. as we are unable to sponsor or assume sponsorship of an employment Visa at this time.

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