Customer Experience Associate (PST)

About You:

We are seeking a remote Customer Experience Associate to join our rapidly growing team to provide a high-level and empathetic customer experience at Nutrafol! In this role, you will play an active role in enhancing the overall customer experience and team efficiency. This is an excellent opportunity if you are a creative problem solver, team player, and critical thinker. 

This role is open to candidates based in the Pacific time zone. Work schedule will be: 9am-6pm PST, with at least 1 weekend day of availability: Sunday-Thursday schedule

Responsibilities:

• Answer customer calls and reply to email inquiries in a fast-paced environment.
• Act as a point of escalation for complex customer and process issues.
• Resolve high-priority customer escalation.
• Assist customers with navigating the Nutrafol website.
• Become an expert on our product.
• Think quickly on your feet to customize creative solutions.
• Prioritize daily tasks and direct assignments to aid in maximizing efficiency.
• Manage Ad-hoc projects as needed.
• Take on additional responsibilities and training to improve overall customer experiences.

Requirements:

• 1-3 years in a customer experience-related role; e-commerce or startup preferred.
• Proficient using platforms such as ZenDesk, Salesforce, Microsoft Office and Google Workspace products.
• 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.
• Demonstrated positive approach toward customers.
• You have a passion for understanding problems and are solution-oriented.
• You have a head for science as it pertains to health and wellness.
• You are a self-starter with an entrepreneurial spirit! You’re ready to jump in – no job is too big or too small.
• You’re a people person and you truly enjoy making someone smile.
• Bilingual in English/Spanish preferred.