Overview

We are at the crest of two cultural 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 change.

Specifically, the Customer Service Associate will be responsible for communicating with Copper customers and prospective customers to help resolve any questions or issues they may have. Reporting to the Customer Success Manager, the Customer Service Associate will work closely with the Marketing team to convert inbound interest into sales, with the engineering team to resolve any customer issues, and with our service and logistics partners to do any in field service.

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 in-office or remote work. Our office is located in Berkeley, CA.

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.

Compensation

The salary range for this role is $75,000 - $80,000 per year, plus equity compensation. We are committed to equitable compensation, and 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 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.