Part-Time Member Services Associate
Lot18 - New York, NY

This job posting is no longer available on Lot18.

How often do you come across a company that has redefined an entire industry? Maybe even created one from scratch? And what if that company’s main focus is a simple yet profoundly powerful product that unites family and friends, creates rich and memorable experiences and is becoming a staple of the American dinner table more each day?

We’re Lot18 , the company that’s helped hundreds of thousands of Americans discover and buy wines in a completely new way. Wine is a $40 billion industry in the U.S., larger than music and Hollywood, and is growing every year. But until the launch of Lot18 two years ago, family-owned producers and discerning wine lovers had no way to find each other. In less than two years, Lot18 has helped our members purchase and receive more than 1 million bottles from more than 500 wineries around the world. And we’re just getting started.

Our team comprises deeply passionate and experienced wine and startup veterans, and our investors – FirstMark Capital, Accel Partners and New Enterprise Associates –who have contributed over $50M to Lot18– are behind almost every big-name Web brand you can think of, including Salesforce, Gilt, Facebook, Dropbox, Spotify, Bonobos, Stubhub, Kayak and Pinterest, to name but a few.

Innovation is woven into the fabric of our company. No idea is immune to questioning or testing, and every day we push our team to take risks and experiment. We look for folks who think in the same way and can build further on our philosophies, helping to evolve the way we create, engineer and deliver the most elegant, educational, sophisticated and gratifying wine-buying experience in the world.

It takes top talent to transform an industry that began, more or less, at the dawn of civilization and that has only just begun to change. If you think you can help, we want to hear from you.

At Lot18, we are dedicated to our providing a high quality service to our members and are hiring for Part-Time Member Services Associates to do just that. Our associates play a crucial role in delivering timely, accurate and professional member services. This position requires frequent email, instant-messaging chat, and occasional phone contact with our members, in a fast-paced, engaging environment. We use a wide variety of internet and software tools to navigate customer accounts, research and review policies, and communicate effective solutions.

Lot18's team is smart, ambitious, and passionate. This is not a sales position; it is a service position for a technology focused, wine e-commerce company. We seek people who are excited to help customers and make them happy, who are eager problem solvers, and who want to learn, grow, and develop their professional skills. Part-time / seasonal help is primarily focused on night and weekend work, though not exclusively.

Candidates must be local to New York City to work in our Manhattan office.

An Ideal Candidate

Demonstrates clear and professional written and oral communication

Addresses customer issues appropriately and correctly, escalating them when necessary

Demonstrates timely, accurate and professional customer service

Maintains a positive and professional attitude and represents the company in a positive light

Answers messages in email, chat, and phone queues

Maintains appropriate call lengths and email handle time, providing timely, friendly, and informative service

Maintains productivity and quality standards

Proactively seeks solutions and identifies trends that help improve the member experience

Demonstrates appropriate sense of urgency for member responses

Skills Needed

At least one year of customer service or related experience

Experience working under pressure in a high-volume, customer focused environment, consistently meeting standards for productivity and quality

Strong problem solving and communication skills experience is a plus.

Background or experience with wine and wine specific customer service is a large plus


Top of the line computer setup of your choice

Fun office environment (foosball and pool table)

Plenty of free wine

Wine and Food Education