Customer Experience Associate - West Coast
Portland, OR
#KeepGrowing with Nutrafol
Come grow with us. 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 natural, clinically effective solutions for hair growth and provide support for people at every step of their hair journey. Our multi-factorial approach targets the root causes of hair thinning using a patented blend of medical-grade botanicals -- and is recommended by over 3,000 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 the PST time zone. Work schedule will be: 9am-6pm PST, with at least 1 weekend day of availability: Sunday -Thursday or 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 …
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Fully remote Fully remote work
Benefits/Perks401(k) match 401K with 50% match Annual Learning & Development stipend Company-wide wellness breaks Comprehensive medical Comprehensive medical, dental, and vision package Flexible PTO Free lunch Free meditation app membership Free Nutrafol subscription Fully remote Fully remote work Fully remote work experience Learning & Development stipend Monthly cell phone stipend Monthly internet stipend Monthly stipends Monthly wellness stipend Pet insurance and benefit programs Quarterly bonus Quarterly Bonus Program Remote-first company Remote work Two company-wide wellness breaks every day Wellness breaks Wellness program
Tasks- Resolve customer escalations
Bilingual (English Bilingual (Spanish) Communication Customer Experience E-commerce Education Google Workspace Microsoft Office Salesforce Training Zendesk
Experience1-3 years
Education TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9