Customer Experience Associate

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

📋 Description

• Respond to customer inquiries swiftly and accurately in line with our service level agreements (SLA).

• Provide an exceptional 6-star customer experience across multiple platforms, including email, phone, and social media.

• Monitor order statuses, address service issues, and liaise with shipping carriers as required.

• Work collaboratively with cross-functional teams to develop solutions and surpass customer expectations.

• Keep thorough and precise records of customer interactions, identifying trends to highlight areas for improvement.

• Foster brand loyalty and enhance revenue by staying informed about all products, services, policies, pricing, delivery schedules, and marketing initiatives.

• Achieve individual and team goals and metrics on a weekly basis.

• Inform the Customer Experience (CX) team manager about any emerging issues or challenges.

⛳️ Requirements

• 1-2 years of prior experience in customer support, retail, hospitality, or a comparable service position.

• Excellent communication skills coupled with a curious mindset.

• Ability to work effectively across different teams.

• Knowledge of Shopify and Gladly is advantageous.

• Willingness to work on occasional holidays.

🏝️ Benefits

• Extensive medical, dental, and vision coverage options with substantial employer contributions.

• 12 weeks of paid parental leave and a company-sponsored membership at One Medical.

• 401(k) plan with company matching up to 6% of contributions.

• Employee discount of 40% on all Thuma products.

• Monthly cell phone stipend of $100.

• Complimentary product credit worth up to $2,000 upon commencement.

• Up to $150 per month for commuting to the office.

• Paid Time Off for personal and professional benefits.