Associate, Customer Experience (Seasonal)

About You

You thrive on connection and genuinely enjoy making people feel seen and valued. You’re a creative problem solver who can think on your feet, troubleshoot with ease, and turn challenges into opportunities. Adaptable and resilient, you embrace change with a smile and a can-do attitude. Above all, you’re driven by delighting others and leaving a lasting impression that keeps them coming back.

About The Role

We are seeking a Customer Experience Associate to join our nimble, high-energy team. This hybrid/remote position is perfect for someone who loves creating extraordinary experiences for each and every customer. You’ll become fluent in our backend systems, learn the nuances of our multi-brand products, and collaborate across teams to ensure a seamless shopping journey from start to finish.

Responsibilities include:

• Deliver exceptional customer experiences via email, chat, and phone, representing the goop brand at every touchpoint.
• Ensure each customer feels valued, heard, and excited to return.
• Assist with orders, returns, subscriptions, price adjustments, and more.
• Champion the post-sale experience, ensuring timely resolution and a smooth journey.
• Partner with our tech team to troubleshoot issues, test solutions, and improve the customer experience.
• Collaborate with the warehouse team on order fulfillment, shipping requests, inventory checks, and product concerns.

Qualifications & Experience

• Bachelor’s degree or equivalent experience.
• 1–3 years delivering outstanding customer service in B2C environments (eCommerce, luxury, or beauty a plus).
• Comfortable navigating multiple backend systems (Shopify, Whiplash, NetSuite experience a plus).
• Excellent written and verbal communication with a friendly, approachable demeanor.
• Detail-oriented, organized, and a team player who pitches in wherever needed.
• Empathetic and naturally inclined to problem-solving.
• Self-starter who embraces change and thrives in a fast-paced environment.
• Passionate about delighting customers and creating memorable experiences.

FAQ

• Compensation:$23-25/hour. This is a temporary,full-time, non-exempt position. The expected duration of this position is 9/1/2025-1/15/2025. Please note that this range represents the low and high end of the anticipated base rate range for the Los Angeles, CA-based position. Goop, in good faith, reasonably expects to pay the position within this salary range. Goop provides the salary range in compliance with all applicable federal, state, and local laws. The actual base salary will depend on numerous factors such as: experience, training, knowledge and skills, and if the location of the job changes.
• Work Philosophy: At goop we believe that creativity, innovation and camaraderie are essential to our business, our culture and our employee’s growth and development. With our Hybrid Work Policy, we are committed to promoting collaboration, productivity and employee well-being by maximizing the benefits of both in-person and remote work. We are in the office Tuesdays and Thursdays, as well as Mondays for those within a 15-mile radius of our Santa Monica office.