Remote Customer Experience Associate

Summary

Join Nugget, a direct-to-consumer kids furniture brand, as a Customer Experience Associate to provide support to customers and represent the company's brand voice and values. This role will involve gaining an understanding of customer attitudes, behaviors, needs, and interests, and using that knowledge to provide solutions and represent the brand in customer interactions.

Requirements

• 1-2 years of experience working in customer-facing roles, with a preference for email-based customer support
• Exceptional writing and grammar skills – taking pride in your ability to communicate effectively through approachable AND concise emails, and frequently triple checking your work to make sure nothing has been missed or left out
• Approach all conversations (fun AND not-so-fun!) with thoughtfulness, empathy, respect, and a healthy sense of humor — you’re not easily discouraged when dealing with unhappy customers
• Comfortable working within Google Workspace, and maybe even have some experience with project management software
• Skilled at managing your own time, priorities, and resources to achieve your goals, and can work independently, efficiently, and productively on your own
• Experience making strong, timely decisions that consider the whole picture, evaluate risk, and demonstrate good judgment when providing responses to or solutions for customers
• Passionate about working with people and developing strong relationships with customers – gaining insight into customer needs, thinking creatively to solve problems and provide solutions, and proactively looking for ways to improve a customer’s experience
• Able to maintain a positive attitude and perspective when facing difficult situations, stay calm and confident under pressure, and use challenging encounters as opportunities to grow and develop
• Approach work with a “no job is too small” attitude, and have a curious mind, always willing to learn and grow your imagination

Responsibilities

• Embody the Nugget brand and provide a top-notch, personalized experience in daily interactions with customers
• Consistently deliver customer support of the highest quality through written communication via email and chat
• Proactively look for ways to improve each customer's experience with our brand and products
• Capture and share unique customer insights and/or trends to provide the Nugget team with feedback that influences & improves our products, policies, and processes
• Interact with our shipping partners (FedEx and USPS) and in-house Manufacturing team to escalate operational / technical issues to ensure timely shipments and provide updates to our customers
• Utilize our project management software (Basecamp) to interact and collaborate with teammates