Customer Service Associate

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Overview

Copper is at the crest of two waves: the transition to clean renewable energy and the adoption of induction cooking. We need someone with strong communication skills and the ability to support others through this change.

We’re looking for a Customer Service Associate to join our small but growing CS team, which is led by our Director of Customer Operations. This team is absolutely essential to Copper’s success, serving as a helpful point of contact for customers, a customer advocate working with internal teams to report and resolve issues, a liaison to our field service and logistics partners, and a person who shows everyone they interact with who we are as a company. So much goes into delivering great experiences to our customers, and we want someone who finds joy and satisfaction in delivering exactly that.

We value diversity and are committed to building a team that reflects a wide range of backgrounds, experiences, abilities, and perspectives. We’re especially focused on fostering an inclusive workplace where everyone can contribute to our shared mission.

This is a full-time position and it is expected to be in-office 4 days per week with 1 day flexible for remote work. Our office is located in Berkeley, CA. At this time we can only consider local candidates.

What you'll do

• Respond to customer and prospective customer inquiries.
• Process key customer requests, including service tickets and order modifications.
• Own assigned tickets in Hubspot from triage to completion.
• Coordinate with third-party service providers and ensure proper documentation.
• Request and track parts through our internal inventory team.
• Send instructions, media, and shipping information to service providers.
• Log updates and ensure records are fully associated.
• Communicate status updates internally and close tickets when service is completed.
• Occasionally support local Bay Area pickups or fulfillment follow-ups.
• Coordinate with other members of the team for service when needed.
• Handle customer calls and proactively reach out when necessary.

What you'll bring

• A positive and professional approach to customer service challenges.
• Clear and effective communication skills in English, both written and verbal, as required for the role.
• Experience in service coordination, operations, or logistics (hardware/appliance industry a plus).
• The ability to understand and address customer concerns with empathy.
• Comfortable working cross-functionally with internal teams and external vendors
• Confidence in making and receiving phone calls.
• Able to manage multiple service cases simultaneously and follow through independently.

Location

This is an in-office role that is on site four days per week minimum. Our office is located in Berkeley, CA. At this time we can only consider local candidates.

Compensation & Benefits

The compensation range for this role is $33.65-$40.87 per hour. We are committed to equitable compensation, and we offer a generous benefits package to make sure you have the support you need. We cover 100% of the premiums for our employees and 50% of the premiums for their dependents on our base plans for medical, dental, and vision insurance. We offer a 401(k) plan for employees to contribute to, in addition to many other benefits. Every employee, regardless of gender identity or expression, is eligible for 16 weeks of paid parental leave after three months of employment (eight weeks through Channing Copper and eight weeks CA Paid Family Leave).

Equal Employment Opportunity

We are committed to creating an equitable and inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our products. We are proud to be an equal opportunity employer.

About Us

Copper's vision is a future where every home is electrified with abundant clean energy. Our mission is to make decarbonization accessible to everyone by selling electric home appliances that enrich their daily lives. We're reducing the cost of electrification by integrating batteries into household appliances, starting with the stove. Our work has been funded by the Department of Energy, in an effort to reduce reliance on fossil fuels and increase energy resilience with products that are high-performance, safe, intuitive, and robust. As we build our team and pursue our mission, we do it with a strong sense of our core values because it's not just what you do, it's how you do it. You'll see this in high-level decisions, how we run meetings, our day-to-day work, hiring, and our interactions with customers and the broader community. We intend to have a massive impact on our team, our neighborhood, and the world.