Customer Experience Associate (West Coast)

Nutrafol

2h•$50,000 - $55,000•Remote

About The Position

Nutrafol is a growing company focused on helping people achieve their best selves through hair wellness. As pioneers in this field, they develop clinically tested products for hair growth and offer support throughout the customer's hair journey. Their approach targets the root causes of hair thinning with a patented blend of natural ingredients, recommended by thousands of physicians and hair professionals. Nutrafol is committed to continuous innovation in hair science and fosters a culture of individuality, empowerment, and passion for wellness. The Customer Experience Associate will be the primary point of contact for customers, embodying the company's values of empathy, expertise, and creativity. This role is crucial for turning challenging customer interactions into positive experiences and fostering customer loyalty. The ideal candidate is a natural problem-solver, enjoys working with people, and is dedicated to enhancing the Nutrafol customer journey. This position is open to candidates in the Pacific timezone, with a work schedule of Tuesday-Saturday, 9 am-6 pm PT, reporting to the Manager, Customer Experience.

Requirements

1-3 years of experience in direct customer support (phone, email, or chat) at an e-commerce company or fast-moving startup.
Proficiency with tools such as ZenDesk, Salesforce, Microsoft Office, and Google Workspace.
Excellent written and verbal communication skills.
A positive, can-do attitude, viewing problems as challenges to be solved.
Curiosity about health and wellness science to speak knowledgeably about products.
Self-starter with an entrepreneurial spirit, willing to take on any task.
A genuine passion for working with people and improving their experience.

Nice To Haves

Bilingual in English/Spanish.

Responsibilities

Serve as the primary point of contact for customers via phone, email, and chat.
Handle customer inquiries, escalations, and resolve complex issues.
Assist customers in navigating the Nutrafol website and understanding products.
Develop expertise in Nutrafol products to provide knowledgeable support.
Find creative solutions tailored to individual customer needs, going beyond scripts.
Contribute to the daily operations of the CX team by managing tasks and queues efficiently.
Undertake ad-hoc projects as assigned.
Identify opportunities to improve the CX team's performance and standards.