Customer Support and Operations Lead

The Company

Founded in 2014 from an organic design collaboration, today Felt Fat is known for experimentation and innovation in ceramic tableware and home accessories. Our team is dedicated to excellence in domestic manufacturing and building a space that encourages empathy, learning, experimentation and growth – giving staff the opportunity to lead their own projects and take pride in the work they do.

The Felt Fat studio was born and continues today in the Kensington neighborhood of Philadelphia, PA. Like many ‘rust belt’ communities, this poverty stricken area was once a dense manufacturing center with a thriving middle class. As we move into the next chapter of our story, we are excited to build a world class ceramic factory that helps to change the narrative of our home while providing opportunity, joy and beauty to our neighborhood.

Overview of Position

We are looking for a dynamic and passionate individual for a key position in operations and customer support. The ideal candidate is highly organized, task-oriented and has experience with customer-facing roles as well as work in supporting general business operations and planning. This individual will work closely with our founder, marketing, sales and fulfillment teams based in our Philadelphia studio, in addition to collaborating with external consultants, freelancers and partners. You will be joining during an extremely exciting time in the company’s history and will be able to have a massive impact with lots of room for growth.

The Customer Support and Operations Lead will be directly accountable for timely and positive communications with our clients as well as assisting internal partners with fulfillment, production planning and data collection.

This is an excellent opportunity for a self-starter who is highly organized, can work both independently and collaboratively, and enjoys a fast-paced environment in a fun, teamwork-oriented company. This position is fully in-person and based in Philadelphia, PA. Pay ranges from $18 - $22 / hour based on prior experience.

As Operational and Customer Support Lead you will:

Interact proactively with clients to help resolve issues in a positive manner.

Collect, input and share production data with leadership.

Collaborate and assist with the fulfillment team.

Collaborate with the fulfillment and sales teams to help create accurate project timelines for clients.

Assist with research and perform general assistance for leadership.

Develop strong relationships with internal and external partners while managing multiple work-streams with competing priorities.

Exhibit the ability to take on additional tasks as needed while maintaining consistent performance.

Perform other tasks as needed. This includes organizing inventory and product for sales, ordering supplies for facilities and fulfillment teams, and assisting with social media outreach.

Experience, Skills and Qualifications:

Bachelor’s degree in business, communications, social sciences, the arts or related field.

2 years in a customer service role, this could include hospitality, retail or call centers.

Ability to manage multiple and sometimes competing challenges, issues and priorities with the ability to delegate and set clear expectations.

Ability to work within promised timelines and budget; reporting potential conflicts with either.

Experience with building spreadsheets, creating reports and utilizing a wide array of digital tools.

Strong written and verbal communication skills

Experience working with direct to consumer brands and comfortable with digital marketing channels — particularly email, sms and social. Candidates who are familiar with platforms such as Shopify are preferred.

Experience working in shipping and/or fulfillment centers and communicating with package and mail carriers.

Bias for action — you believe that anything can be achieved with the right plan and people involved