Full-Time Customer Experience Associate

The Thuma team is looking for a Customer Experience Associate to join our fast-growing remote 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.

This role is flexible and can be based in San Francisco or remote. Candidates must be able to work EST or PST hours.

Key Responsibilities:

• Address customer inquiries promptly and accurately within our SLA.
• Deliver an unparalleled 6-star customer experience through various channels (email, phone, social media).
• Track order statuses, resolve service issues, and coordinate with shipping carriers.
• Collaborate with cross-functional teams to find solutions and exceed customer expectations.
• Maintain detailed records of customer interactions, flagging trends to identify improvement opportunities.
• Build brand loyalty and drive revenue by staying updated on 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.

This Might Describe You:

• Availability to work occasional weekends and holidays
• 1-2 years of 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

Why Join Us:

• Equity/401k: Participation in employee stock option plan and 401k program with matching up to 6%.
• Benefits: Comprehensive medical, dental + vision coverage options with generous employer contributions.
• Extras: 12 weeks of paid parental leave and company-sponsored membership at One Medical
• Dream Setup: MacBook Air, Airpod Pros, Magic Mouse, Magic Keyboard, Paid Time Off
• Hybrid: Flexibility to work between home and office
• Employee Discount: 40% off all Thuma products
• Cell Phone Stipend: $100 per month
• Room Upgrade: Complimentary product credit worth up to $2,000

What is the last date for applying to the job?

Which countries are accepted for this remote job?