Remote Member Services Specialist

Summary

Join us as a Member Services Specialist to help members lead healthier lives by addressing their questions, needs, and concerns. This includes assisting with order questions and issues, troubleshooting technical problems, making retention offers, processing membership cancellation requests, website navigation, recommending products for specific diets, and more.

Requirements

• You are passionate about health and wellness and believe in Thrive Market's mission
• You possess excellent written and verbal communication skills and can engage effectively with members
• You are comfortable assisting members across all channels for an 8-hour workday
• You are proficient in Google Apps (Calendar, Mail, etc.) and have experience using Customer Relationship Management (CRM) tools
• Call center experience is helpful, but not required
• Great listener who can recognize customer cues and provide the appropriate solution
• Ability to distinguish between minor and major issues and respond accordingly
• Creative and analytical problem solver who thinks critically to resolve challenges
• Receptive to feedback and quick to implement suggestions for improvement
• Strong ability to self-manage productivity and self-assess performance to stay on track
• Demonstrates genuine care for Thrive Market members and is dedicated to ensuring a positive customer support experience

Responsibilities

• Provide excellent customer support via chat, phone, text, and email channels
• Expect to handle inbound phone calls for 4-6 hours per day, with the remaining time split across other channels
• Address member questions and concerns, such as shipping inquiries, damaged orders, troubleshooting the website/app, updating account information, handling cancellation requests, and more
• Educate shoppers on the benefits of Thrive Market membership, highlighting features, perks, and benefits that align with their needs to encourage membership retention
• Become a subject matter expert on our growing catalog of products and supported dietary values to identify cross-sell opportunities and improve average order value (AOV)
• Collect and record customer insights through our CRM platform, providing valuable data to organizational stakeholders
• This may involve escalating issues to specific leaders via Slack when necessary
• Stay informed on department updates by reading Slack communications and attending team meetings and trainings
• Engage in 1:1 conversations with your team lead to review performance, discuss best practices, and receive guidance on handling specific situations
• Be comfortable working at a desk with a laptop, keyboard, mouse, monitor, and headset
• Adhere to your schedule by taking breaks and lunches at designated times

Benefits

• Comprehensive health benefits (medical, dental, vision, life and disability)
• Competitive salary (DOE) + equity
• 401k plan
• 9 Observed Holidays
• Paid Time Off
• Subsidized ClassPass Membership with access to fitness classes and wellness and beauty experiences
• Ability to work in our beautiful co-working space at WeWork in Playa Vista and other locations
• Free Thrive Market membership with exclusive employee discount
• Coverage for Life Coaching & Therapy Sessions on our holistic mental health and well-being platform