Customer Experience Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial point of contact for customers through phone, email, chat, and various other channels.

• Address challenging inquiries and escalations, transforming tough situations into effective solutions.

• Assist customers in navigating the Nutrafol website and its product offerings.

• Become an expert on Nutrafol products.

• Create innovative, tailored solutions for customers that go beyond standard scripted replies.

• Focus on prioritizing tasks and queues, managing designated ad-hoc projects, and enhancing the operations of the CX team.

• Report directly to the Manager of Customer Experience.

⛳️ Requirements

• 1-3 years of experience providing direct support to customers via phone, email, or chat, adeptly addressing routine inquiries and resolving complaints, preferably within an e-commerce environment or a dynamic startup.

• Proficiency in using ZenDesk, Salesforce, Microsoft Office, and Google Workspace.

• Exceptional written and verbal communication skills.

• An interest in health and wellness science, with the ability to discuss products knowledgeably.

• Bonus points for being bilingual in English and Spanish.

🏝️ Benefits

• Fully remote work experience.

• Comprehensive medical, dental, and vision coverage, including an FSA/HSA program.

• 401K plan with employer matching.

• Quarterly bonus program.

• Flexible paid time off (PTO).

• Two company-wide wellness breaks each day.

• Complimentary lunch provided every Tuesday and Thursday through Seamless/Grubhub.

• Monthly wellness stipend.

• Monthly internet stipend.

• Monthly cell phone stipend.

• Annual learning and development stipend.

• Free membership to a meditation app (Headspace).

• Monthly subscription to Nutrafol at no cost.

• Discounts and benefits for pet insurance.