Customer Experience Associate

United States·San FranciscoRemoteFull-Timemid

OtherCustomer Experience AssociateCustomer SuccessCustomer Experience

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

The Thuma team is looking for a Customer Experience Associate to join our effective, lean, quickly growing team. We hire for integrity, initiative, collaborative spirit, open mindedness,

Technical Tools

OtherCustomer Experience AssociateCustomer SuccessCustomer Experience

The Thuma team is looking for a Customer Experience Associate to join our effective, lean, quickly growing team. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn.

As a Customer Experience Associate, you'll deliver exceptional 6-star service to our customers, creating a luxurious and seamless experience. You'll remove obstacles, provide support, and make empowered decisions to "do the right thing." This role is perfect for a polished individual passionate about service, design, and bedroom furnishings.

Thuma’s Headquarters is based in the historic Presidio neighborhood of San Francisco. This role is flexible and can be based in San Francisco or remote. The schedule for this position is Saturday through Wednesday or Wednesday through Sunday.

In recognition of the personal and professional benefits that team members gain from time spent together in person, we organize a range of events throughout each year designed to bring our entire team together!

Address customer inquiries promptly and accurately within our SLA.

Deliver an unparalleled 6-star customer experience through our various channels, such as email, phone, and social media.

Track order statuses, resolve service issues, and coordinate with shipping carrier companies as needed.

Collaborate with cross-functional teams to find solutions and exceed customer expectations.

Maintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement.

Build brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions.

Meet individual and team goals and metrics weekly.

Be present and communicative on Slack and email.

Report emerging issues or problems to the CX team manager.

Perform other related duties as assigned by the management team.

Availability to work occasional holidays.

1-2 years of previous experience in customer support, retail, hospitality, or a similar service role.

Strong communication skills with an inquisitive nature.

Proficiency in working cross-functionally.

Familiarity with Shopify and Gladly is a plus.