[Hiring] Member Service Specialist @Thrive Market

Role Description

We are looking for Member Services Specialists to help our 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
• Assisting with website navigation
• Recommending products for specific diets

To excel in this role, you'll need a strong passion for delivering exceptional customer experiences and helping members get the most out of their Thrive Market membership. Compensation starts at $18 per hour. We are hiring remote team members for full-time positions. The shift is Tuesday to Saturday, with start times ranging every 30 minutes from 6:00 AM to 8:30 AM PST. Your specific start time will be discussed during the interview process. Onboarding for this role will take 3 weeks, is conducted remotely, and may be scheduled Monday to Friday.

Qualifications

• 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.

Requirements

• Provide excellent customer support via chat, phone, text, and email channels.
• Address member questions and concerns, including shipping inquiries, damaged orders, website/app troubleshooting, account updates, 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.
• Stay informed about department updates by reading Slack communications and attending team meetings and training sessions.
• 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
• Flexible Paid Time Off
• Subsidized ClassPass Membership with access to fitness classes and wellness and beauty experiences
• Ability to work in our beautiful office in Playa Vista
• Free Thrive Market membership with exclusive employee discount
• Coverage for Life Coaching & Therapy Sessions on our holistic mental health and well-being platform