Customer Experience Associate (West Coast)

About you:

Be the voice that makes someone’s day better.

At Nutrafol, our customers come to us during a vulnerable, sometimes emotional moment in their lives. How we show up for them, with empathy, expertise and a little creativity, is what sets us apart. We’re looking for a Customer Experience Associate to be that voice: the person who turns a frustrated email into a loyal customer and a potential shipping mishap into a five-star moment.

If you’re a natural problem-solver who thinks on your feet, loves working with people, and wants to support and enhance the Nutrafol customer journey - this is your role!

This position is open to candidates based in the Pacific timezone. Work schedule is: Tuesday-Saturday, 9am-6pm PT.

You will report to the Manager, Customer Experience.

What you’ll do:

• Be the first (and best) voice our customers hear, on the phone, over email, wherever they need you.
• Be the go-to person for tricky questions and escalations; where you will turn tough moments into resolved ones.
• Help customers navigate the Nutrafol website and products with confidence and ease
• Become a true Nutrafol product expert - someone customers trust because you actually know the ins and outs.
• Get creative. No script can cover everything and we want you to find the solution that fits the person in front of you.
• Help shape how the team runs day to day; using your exceptional prioritization skills when tasks and queues start to grow, manage ad-hoc projects as they’re assigned, and always looking for ways to raise the bar for the CX team.

What you bring:

• 1-3 years of experience directly supporting customers - via phone, email or chat, handling everything from routine questions to resolving complaints; at an e-commerce company or fast-moving startup.
• Proficient using tools such as ZenDesk, Salesforce, Microsoft Office and Google Workspace.
• 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.
• A genuinely positive, can-do attitude where you see problems as puzzles, not roadblocks.
• Curiosity about health and wellness science; enough to speak knowledgeably about our products and the “why” behind them.
• You are a self-starter with an entrepreneurial spirit! You’re ready to jump in - no job is too big or too small.
• A real love for people. You light up when you turn someone’s day around.
• Bonus points if you’re bilingual in English/Spanish.

What you can expect in the interview process:

• Talent Acquisition Interview
• CX Manager Interview
• Take-Home Exercise
• Final Interview
• Offer

Nutrafol takes into consideration a wide range of factors in final compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.

Salary Range:

$50,000

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$55,000 USD