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Customer Experience Associate

Thuma
San Francisco, USA
Full-time
Entry
Hybrid
USD 20-28 hourly
Discovered 2 months ago

Full Job Posting

  • Address customer inquiries promptly and accurately within our SLA.
  • Deliver an unparalleled 6-star customer experience through our various channels, such as email, phone, and social media.
  • Track order statuses, resolve service issues, and coordinate with shipping carrier companies as needed.
  • Collaborate with cross-functional teams to find solutions and exceed customer expectations.
  • Maintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement.
  • Build brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions.
  • Meet individual and team goals and metrics weekly.
  • Be present and communicative on Slack and email.
  • Report emerging issues or problems to the CX team manager.
  • Perform other related duties as assigned by the management team.
  • Availability to work occasional holidays.
  • 1-2 years of previous experience in customer support, retail, hospitality, or a similar service role.
  • Strong communication skills with an inquisitive nature.
  • Proficiency in working cross-functionally.
  • Familiarity with Shopify and Gladly is a plus.
  • 401(k) : Participation in our 401(k) program with company matching up to 6% of your contributions.
  • Benefits* : Comprehensive medical, dental, and vision coverage with generous employer contributions, 100% paid parental leave, and company-sponsored One Medical and WellHub memberships.
  • Equity : Participation in employee stock option plan.
  • Paid Time Off : We operate with a high-performance mindset and we believe healthy, happy, relaxed people do better work.
  • Time to Recharge : teams receive select paid holidays, including key company closure days, along with holiday pay when working on designated holidays.
  • Employee Discount **: 40% off almost all Thuma products.
  • Cell Phone Stipend : $100 per month to support work-related phone use.
  • Commute Reimbursement : Up to $150 per month for commuting to our office.
  • Room Upgrade : A complimentary product credit upon joining, valued at up to $3,000.

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