Customer Experience Associate (West Coast)

Keep Growing with Nutrafol

We’re a growing company. Everything we do, we do to help people grow into the best version of themselves. As the pioneers of hair wellness, we create clinically tested products for hair growth and provide support for people at every step of their hair journey.

Our multi-factorial approach targets key root causes of hair thinning using a patented blend of standardized vitamins, minerals and natural ingredients -- and is recommended by over 7,500 physicians and hair professionals for trusted, reliable results. We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.

Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.

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:

1. Talent Acquisition Interview
2. CX Manager Interview
3. Take-Home Exercise
4. Final Interview
5. Offer

Perks & Benefits

• Fully remote work experience
• Comprehensive medical, dental, and vision package, including FSA/HSA program
• 401K with employer match
• Quarterly Bonus Program
• Flexible PTO
• Two company-wide wellness breaks every day
• Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
• Monthly wellness stipend
• Monthly internet stipend
• Monthly cell phone stipend
• Annual learning & development stipend
• Free meditation app membership (Headspace)
• Free monthly Nutrafol subscription
• Pet insurance discounts and benefits

California residents may review our CCPA notice here.