Customer Experience Associate

Summary

Join Thuma's fast-growing remote team as a Customer Experience Associate and deliver exceptional 6-star service to customers. You will address inquiries, resolve issues, collaborate with teams, and maintain detailed records. This flexible role can be based in San Francisco or remotely, requiring EST or PST availability. Thuma offers a comprehensive benefits package including equity/401k matching, medical/dental/vision, paid parental leave, a MacBook Air and accessories, paid time off, a hybrid work model, employee discounts, a cell phone stipend, and a product credit. The ideal candidate possesses strong communication skills, 1-2 years of customer service experience, and proficiency in cross-functional collaboration. Familiarity with Shopify and Gladly is a plus.

Requirements

• Availability to work occasional weekends and holidays
• 1-2 years of previous experience in customer support, retail, hospitality, or a similar service role
• Strong communication skills with an inquisitive nature
• Proficiency in working cross-functionally

Responsibilities

• Address customer inquiries promptly and accurately within our SLA
• Deliver an unparalleled 6-star customer experience through our various channels, such as email, phone, and social media
• Track order statuses, resolve service issues, and coordinate with shipping carrier companies as needed
• Collaborate with cross-functional teams to find solutions and exceed customer expectations
• Maintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement
• Build brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions
• Meet individual and team goals and metrics weekly
• Be present and communicative on Slack and email
• Report emerging issues or problems to the CX team manager
• Perform other related duties as assigned by the management team

Preferred Qualifications

Familiarity with Shopify and Gladly

Benefits

• Equity/401k: Participation in employee stock option plan and our 401k program where we will match up to 6% of your contributions
• Benefits: Comprehensive medical, dental + vision coverage options with generous employer contributions
• Extras: 12 weeks of paid parental leave and company sponsored membership at One Medical
• Dream Setup: MacBook Air, Airpod Pros, Magic Mouse, Magic Keyboard
• Paid Time Off: We believe healthy, happy, relaxed people do better work
• Hybrid: Flexibility to work between your home and our office with everything you need to be successful in both
• Employee Discount: We provide an employee discount of 40% off all Thuma products
• $100 per month cell phone stipend
• Room Upgrade: A complimentary product credit when you start, worth up to $2,000