Nutrafol
Customer Experience Associate (West Coast)
Job Description
#KeepGrowing with Nutrafol
We’re a growing company. Everything we do, we do to help people grow into the best version of themselves. As the pioneers of hair wellness, we create clinically tested products for hair growth and provide support for people at every step of their hair journey.
Our multi-factorial approach targets key root causes of hair thinning using a patented blend of standardized vitamins, minerals and natural ingredients -- and is recommended by over 7,500 physicians and hair professionals for trusted, reliable results. We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.
Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.
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 Pacific/Mountain time zones. Work schedule will be: 9am-6pm PST, with at least 1 weekend day of availability: Tuesday-Saturday 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.
Perks & Benefits
- Fully remote work experience
- Comprehensive medical, dental, and vision package, including FSA program
- 401K with 50% 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
- Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
- Free meditation app membership (Headspace)
- Free Nutrafol subscription
- Pet insurance and benefit programs
California residents may review our CCPA notice here.
Nutrafol
Discover the #1 dermatologist-recommended hair growth supplements for men and women. Clinically proven and 100% drug-free, using patented technology for visibly thicker hair and less shedding.
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