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Flexible + Virtual: Support and Operations Manager at small tech firm - technical support - job employment

City: Boulder
Date: 09 Nov 2017
Category: Technical Support

Alpine Labs Support and Operations Manager

Location: Virtual + Boulder/Denver

About the company:

Alpine Labs started as a group of friends passionate about engineering and time-lapse photography. Inspired by weekend climbing trips to Yosemite, we help photographers capture their visual stories with three flagship products: Pulse, Spark, and Radian.
As a team we balance being professionally motivated while also going outside after work and on the weekends to enjoy life in Colorado. Although weeks are often busy, we maintain a work life balance for our health and because we believe it allows for more creative and productive work.

Management and Hiring Philosophy:

We want team members to have autonomy and train them to make their own decisions. As a tech company, we operate in dynamic environment and pure hard work is highly valued. However, we also train and encourage team members to do their jobs in a slower, more thoughtful and consequently more effective fashion.

We understand that there is a lot of domain-specific knowledge necessary for this role and we do not expect you to know it all already. We do expect applicants to be good at learning and motivated to get things done - without a lot of oversight.

Role Responsibilities:

• Customer Support
â—¦ Support our full lineup of products (Michron, Radian, Pulse, Spark) over email, social media, and Kickstarter.
â—¦ Provide product information support through website chat.
â—¦ Troubleshoot with customers when product issues arise
â—¦ Manage and process returns and refunds.
â—¦ Organize customer feedback to improve future research and development
â—¦ Maintain a respectful caring tone with customers with a variety of problems. Empathy is extremely valuable skill in this role.
â—¦ Ensure that all customer queries are handled promptly and accurately
â—¦ Travel to main office location once per week to pickup, process and store returns.
• General Inventory Management
â—¦ Manage basic inventory allocation between our main warehouse and Amazon warehouses.
â—¦ Create monthly inventory reports

Candidate experience and qualifications:
This role is not highly technical and job specific knowledge can be taught on the job. Candidates will be ranked primarily on how well their work experience shows their strength in the following "soft" skills.

• Ability to communicate and write clearly and concisely.
• Strong self awareness and understanding of how that impacts communication
• Positive track record of dependability
• Exceptional social skills both in person and online
• The ability and interest in learning new skills quickly
• Comfortable with cameras. Proficiency is helpful but again can be taught onsite
• Work Experience in an office setting.

Full Time: 30-40 hours
Denver/Boulder + Virtual: Need to do half time during normal business hours. The remaining 10 - 20 hours can be done anytime
$38,000/year, paid hourly
Open Ended Vacation Time

To apply:
Please email us your resume and a cover letter explaining why you are well suited for both this role and Alpine Labs.
Also please put "Alpine Hiring" in the email subject line.

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