Customer Experience Associate

About the Role

As a Customer Experience Associate at Nourish, you’ll play a critical role in ensuring our customers receive exceptional support and care. In this role, you’ll be the frontline of our customer service team, resolving inquiries, troubleshooting issues, and providing guidance across various platforms (50% on phones, 40% on email and 10% SMS / Chat). We’re looking for someone who thrives in a fast-paced, ever-evolving environment and is excited about helping people improve their health through nutrition.

This role is critical to Nourish—you’ll provide personalized, empathetic support that elevates the customer experience and ensures long-term satisfaction. You'll work closely with cross-functional teams, including Engineering, Product, and Operations to surface bugs, identify patterns, and ensure that customer feedback is always heard and acted upon.

You’ll be joining a collaborative and passionate team that’s dedicated to improving lives through better nutrition, and you’ll be a key player in ensuring that our customer experience is seamless and delightful.

Location: We're open to remote or in-person candidates who are a great fit for the role.

Key Responsibilities:

• Provide exceptional customer support across phone, email, and chat, answering questions and resolving customer issues with professionalism and empathy.
• Troubleshoot common technical issues and guide customers through account management, billing, and service usage inquiries.
• Document customer interactions accurately in our systems, ensuring that all cases are tracked and followed up on if necessary.
• Collaborate with cross-functional teams to escalate and resolve more complex issues, especially those requiring input from Engineering or Product teams.
• Identify areas for process improvement, reporting trends in customer issues or feedback, and suggesting enhancements to workflows or systems.
• Maintain a deep understanding of Nourish’s products and services, staying informed of new features or changes, and ensuring that all customer communications reflect up-to-date information.
• Support weekend operations, including one weekend day per week, ensuring our customers always have access to support when they need it.
• Contribute to customer feedback loops by relaying insights to the Product and Marketing teams, helping inform product development and customer engagement strategies.

We’d love to hear from you if:

• You have 2+ years of experience in a customer-facing role, ideally in customer support, CX, or customer success.
• You’ve worked in fast-paced industries like telehealth, healthcare, SaaS, or tech where quick thinking and adaptability are key.
• You have strong verbal and written communication skills and are comfortable handling phone calls, email, and chat interactions with customers.
• You’re a strong problem-solver who can think on your feet and offer creative solutions to customer challenges.
• You are organized and can handle multiple customer interactions at once, making sure no detail is overlooked.
• You’re passionate about nutrition or wellness, and you’re excited to help others on their health journey through Nourish’s services.
• You have experience or comfort working cross-functionally with Engineering or Product teams, including identifying, documenting, and escalating technical issues in a clear and structured way
• You’re open to working one weekend day per week, as we provide customer support on weekends.
• Bonus points if you’re multilingual (especially if you speak Spanish) or have experience working in telehealth or nutrition-focused services.

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