[Hiring] Customer Experience Associate @Nutrafol

Role Description

At Nutrafol, our customers come to us during a vulnerable, sometimes emotional moment in their lives. How we show up for them, with empathy, expertise and a little creativity, is what sets us apart. We’re looking for a Customer Experience Associate to be that voice: the person who turns a frustrated email into a loyal customer and a potential shipping mishap into a five-star moment.

This position is open to candidates based in the Pacific timezone. Work schedule is: Tuesday-Saturday, 9am-6pm PT. You will report to the Manager, Customer Experience.

• Be the first (and best) voice our customers hear, on the phone, over email, wherever they need you.
• Be the go-to person for tricky questions and escalations; where you will turn tough moments into resolved ones.
• Help customers navigate the Nutrafol website and products with confidence and ease.
• Become a true Nutrafol product expert - someone customers trust because you actually know the ins and outs.
• Get creative. No script can cover everything and we want you to find the solution that fits the person in front of you.
• Help shape how the team runs day to day; using your exceptional prioritization skills when tasks and queues start to grow, manage ad-hoc projects as they’re assigned, and always looking for ways to raise the bar for the CX team.

Qualifications

• 1-3 years of experience directly supporting customers - via phone, email or chat, handling everything from routine questions to resolving complaints; at an e-commerce company or fast-moving startup.
• Proficient using tools such as ZenDesk, Salesforce, Microsoft Office and Google Workspace.
• 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.
• A genuinely positive, can-do attitude where you see problems as puzzles, not roadblocks.
• Curiosity about health and wellness science; enough to speak knowledgeably about our products and the “why” behind them.
• You are a self-starter with an entrepreneurial spirit! You’re ready to jump in - no job is too big or too small.
• A real love for people. You light up when you turn someone’s day around.
• Bonus points if you’re bilingual in English/Spanish.

Requirements

• Talent Acquisition Interview
• CX Manager Interview
• Take-Home Exercise
• Final Interview
• Offer

Benefits

• Fully remote work experience
• Comprehensive medical, dental, and vision package, including FSA/HSA 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
• Free meditation app membership (Headspace)
• Free monthly Nutrafol subscription
• Pet insurance discounts and benefits

Salary Range

$50,000 — $55,000 USD