Feather: Account Manager
459 Broadway
New York, NY 10013

Employee Testimonials

Tommy Rowe

Video

At Feather, our mission is to transform humanity's relationship with material goods to create a healthier and happier planet. Youll join a fast-paced, innovative team whose passion lies in delighting customers and helping people live lighter.

Feather is looking for a motivated self-starter to join the account management team, which is creating a world-class brand through customer experience on a daily basis. This role will be based in NYC to manage west coast accounts with working hours between 12pm-9pm Sunday-Thursday.

Youre a great fit if youre excited to work hard and learn how to build a company.

What youll be doing:

Manage the Customer Experience

  • Manage customers through their entire life cycle, including: fulfillment, scheduling, customer communication, day-of-delivery troubleshooting, mid-subscription needs, and end of subscription options
  • Track commonly asked questions, concerns, and customer feedback, which are used by the CX team to drive product improvements
  • Learn and deeply understand the Feather service, cost structure, and logistics
  • Keep CRM database up to date with detailed notes and price changes
  • Coordinate any building requirements with the customer (COI, elevator reservation, etc)
  • Troubleshoot daily operations with the delivery team and customers

Coordinate deliveries and oversee logistics

  • Schedule, calculate, and coordinate swaps, extensions, renewals, buyouts, early terminations, and pickups
  • Allocate inventory and manage website stock levels
  • Load our dispatch product daily
  • Handle contracts, payments, collections, and other billing matters

What you need to be successful:

  • 1-3 years experience in customer service and/or account management
  • Ability and passion for talking to people and a drive for customer satisfaction
  • Comfort navigating ambiguity and working in a startup environment
  • A calm and problem-solving demeanor paired with a friendly and personable written and spoken voice
  • Ability to multitask, prioritize responsibilities, and manage your own schedule
  • A passion and drive for the Feather mission!

Who you are:

  • Based in NYC (or willing to move)
  • Excited about joining a small team and growing with Feather
  • Passionate about Feather's mission
  • Eligible to work in the United States

What youll get when joining Feather:

  • Competitive compensation
  • Generous health, vision, dental, and ancillary benefits
  • Flexible vacation and paid time off
  • A 50% discount on your own Feather subscription
  • The latest MacBook and a high-resolution external monitor
  • A stylish desk and an ergonomic chair (it's what we do, after all!)
Full-time

Employee Testimonials

Tommy Rowe
Tommy Rowe
Account Manager

To me, working at Feather is a perfect balance of being challenged and supported. I’ve done things here I didn’t think I was capable of, all with the knowledge that my team has my back.