Customer Experience Agent

This is a remote role and can work from anywhere in the United States.

About Us

The human brain is the most complex object in the universe, yet society had accepted one-size-fits all approaches to cognition. The “solutions” (think coffee, energy drinks, and even a friend’s rx) were mediocre at best and frankly, made no sense to us. So, we created Thesis, the world’s first customized nootropics company. If you’ve never heard that word before, it’s just a fancy way of saying brain supplements. In five years, most will be taking nootropics on the daily and chances are, they’ll be ours.

With an exceptional efficacy rate, the world has taken notice — we’ve raised over $14M in venture capital, garnered interest from leading neuroscientists and athletes, and established ourselves as the industry’s leading brand. Now, we’re looking for incredible people to help us share the gift of enhanced cognitive function with the world. If you’re looking to be a part of a movement — one that involves both immense self-growth and an ambitious mission to pioneer an industry — we’d love to have you on the team.

About The Role

As a CX Agent, you will be the frontline representative of our company, providing exceptional service and support to our valued customers. Your primary focus will be handling inbound and outbound calls, addressing inquiries, resolving issues, and ensuring a positive customer experience at every interaction.

How You'll Make an Impact:

• Deliver above-and-beyond customer service over all of our channels—including phone, email, and live chat. 
• Listen attentively to customer concerns, troubleshoot problems, and provide effective solutions to ensure customer satisfaction.
• Develop a comprehensive understanding of our products, services, and policies to provide accurate information and assistance to customers.
• Strategize ways to improve our service, streamline our processes, and better serve our customers
• Communicate clearly and effectively with customers, using active listening and concise language to convey information and instructions.
• Accurately document customer interactions, including issues raised, solutions provided, and any follow-up actions required, in our Helpdesk system.
• Follow established protocols and procedures for handling customer inquiries, escalations, and complaints, ensuring compliance with company policies and regulations.
• Collaborate with other CX team members and departments to resolve complex issues, share customer feedback, and improve overall customer satisfaction.
• Meet or exceed key performance indicators (KPIs) related to service quality and ticket productivity; including response accuracy, resolution efficiency, and overall customer satisfaction. 

We're Excited About Your:

• Strong perspective on what separates good from great in terms of customer service interactions 
• Strong communication skills and ability to distill complex information
• Organizational prowess and ability to wear multiple hats  
• Ownership mentality—you are a self-starter and demonstrate a strong bias for action
• Interest or knowledge in nootropics/health and wellness 
• Empathetic presence with the ability to put yourself in the customer's shoes
• Hard working with a “no task is too small” attitude 

A Few of Our Perks and Benefits:

• 💵 Competitive compensation with an exceptionally generous equity package
• 🩺 Competitive Health, dental, and vision plans (including a 100% covered premium plan for all 3!)
• 🚆 HSA, FSA and pre-tax commuter benefits for parking and transit
• 🚀 Ancillary benefits through Talkspace, One Medical, Kindbody, Teladoc, Classpass and more!
• 📈 401k to help you plan for the future
• 🎓A strong emphasis on promoting from within and personal development

Our Values:

• Meet Your Potential: At Thesis, we create opportunities for personal and professional growth. We reward hard work, dedication, and an entrepreneurial spirit. We believe in open and honest feedback to help us continually learn and improve. In return, we are committed to providing the resources, support, and guidance for our team to achieve their ambitions and meet their potential. 
• Own Outcomes: We are driven by achieving meaningful results, both for our members and our business. We’re proactive, conscientious, and take responsibility equally in times of triumph and challenge. We also operate with a sense of urgency because we want to seize the opportunity to create a new category and bring nootropics to everyone who needs them.
• Lead with Science and Data: We are obsessed with data to understand our impact, and always seek the truth through objective metrics that help us make informed decisions. Science and evidence underpin everything we do, from product formulation to marketing claims. We’re committed to making the highest quality nootropics on the market and measuring our efficacy.
• Create Exceptional Experiences: We are committed to creating a work environment that fosters a unique culture and deep sense of belonging. We create exceptional experiences by showing up for each other, giving each other the benefit of the doubt, and building an inclusive and warm environment—in and outside of the office. We’re equally committed to showing up for our members by delivering a thoughtful and impactful experience for anyone who tries one of our products.