Customer Experience Associate

Summary

Join Nutrafol as a remote Customer Experience Associate and contribute to a high-level, empathetic customer experience. This role involves answering customer calls and emails, escalating complex issues, assisting with website navigation, and becoming a product expert. You will be a creative problem-solver, prioritizing tasks, managing projects, and continuously improving customer experiences. The position requires 1-3 years of customer experience, proficiency in various platforms, and excellent communication skills. This role is remote, open to candidates in Eastern/Central time zones, and offers a competitive salary and benefits package.

Requirements

• 1-3 years in a customer experience-related role; e-commerce or startup preferred
• Proficient using platforms such as ZenDesk, Salesforce, Microsoft Office and Google Workspace products
• Stellar written and verbal communication skills – you aren’t afraid to hop on the phone, write an email, or send a chat to help a customer
• Demonstrated positive approach toward customers
• You have a passion for understanding problems and are solution-oriented
• You have a head for science as it pertains to health and wellness
• You are a self-starter with an entrepreneurial spirit! You’re ready to jump in – no job is too big or too small
• You’re a people person and you truly enjoy making someone smile

Responsibilities

• Answer customer calls (4-5 hour per day), and reply to email inquiries in a fast-paced environment
• Act as a point of escalation for complex customer and process issues
• Resolve high-priority customer escalation
• Assist customers with navigating the Nutrafol website
• Become an expert on our product
• Think quickly on your feet to customize creative solutions
• Prioritize daily tasks and direct assignments to aid in maximizing efficiency
• Manage Ad-hoc projects as needed
• Take on additional responsibilities and training to improve overall customer experiences

Preferred Qualifications

Bilingual in English/Spanish preferred

Benefits

• Fully remote work experience
• Comprehensive medical, dental, and vision package, including FSA program
• 401K with employer match
• Quarterly Bonus Program
• Flexible PTO
• Two company-wide wellness breaks every day
• Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
• Monthly wellness stipend
• Monthly internet stipend
• Monthly cell phone stipend
• Annual learning & development stipend
• Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
• Free meditation app membership (Headspace)
• Free Nutrafol subscription
• Pet insurance and benefit programs