Website Orion Labs

Orion is looking for a full time Lead Customer Support Representative to join our Customer Support Team!

Orion is a startup based in San Francisco, dedicated to revolutionizing the way that people communicate. Our wearable smart walkie-talkies and mobile apps help people to stay connected across any distance and collaborate more effectively.  As a diverse team of artists and engineers, we take pride in creating products that satisfy the eye and the universal need for seamless communication with others. Take a peek at to learn more about us, our vision, and our products.

As the Lead Customer Support Representative, your primary responsibilities will be to lead the CS team, help customers with troubleshooting, process return requests, handle escalations, and fielding other types of customer inquiries.

Delight customers with every interaction
Provide front-line support via email, phone, and live chat.
Respond to questions related to their purchase and our products
Make outbound calls
Create and maintain Knowledge Base articles.
Understand the importance of metrics
Identify customer challenges and work with our product team to improve user experience
Other duties as assigned

High School Diploma or equivalent
5+ years Customer Support Experience
Startup experience is a plus

Excellent written and oral communication skills
Strong active listening, interpersonal skills, and customer service skills –lending to the ability to convey concern and empathy for our customers
Ability to use sound judgment, problem solving, critical thinking, and other resources to take ownership and resolve customer issues effectively
Proficiency navigating multiple computer systems concurrently
Ability to self-organize and possess strong attention to detail
Ability to maintain composure, defuse escalated queries, and handle complaints with tact and diplomacy
Capacity to learn and adapt in a fast-paced environment
Demonstrate reliability and responsibility to ensure departmental needs are consistently met

Full Time, Non-Exempt, Hourly role with benefits
Monday to Friday, 9:00am-6:00pm

Orion Labs, Inc. is an equal opportunity employer and value diversity in our company.  Orion Labs does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or ability status.

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