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Customer Experience Associate

Customer Experience Team - Full Time

Hybrid in Boise, Idaho

Who We Are:

Saalt empowers people to care for their periods in a healthy and sustainable way. We do this by creating high-performance products and stigma-breaking branding that engage customers and communities, pioneering the way to bring sustainable, clean period care to the mainstream consumer. Saalt invests in women and communities across the globe through period care donations, and by funding scholarships and life skills training to change generations.

As a certified B Corp, we strive to be the change we seek in the world, conduct business knowing that people and planet matter and aspire to use business as a force for good to benefit all. We create modern reusable period care without the toxins, the chemicals, and the wrappers you throw away every month. We commit to do more with less, make deliberate choices about our bodies, and believe everyone should know what their cervix is.

Our growing team is based in beautiful Boise, Idaho. www.saalt.com

The Challenge:
Saalt seeks a Customer Experience Associate to serve as the first point of contact for Saalt customers across email, SMS, and social channels. Also known as a Saalt Coach, the CX Associate will provide pre-purchase education to help customers shop with confidence, troubleshoot order and shipping issues, and provide post-purchase product education and assistance. The goal: help people find their period bliss!

What You'll Do:

• Become an expert in menstrual cups/discs, leakproof underwear, reusable period care, and menstrual health (you didn't think you were going to read that in a job description today!)
• Respond to customer inquiries by email, SMS, and social media with warmth, accuracy, and speed, bringing Saalt's mission and values into every conversation
• Help customers choose the right cup, disc, or leakproof underwear for their body and flow, including sizing and fit guidance for first-time users
• Provide clear, accessible product guidance without judgment
• Process orders, exchanges, returns, and claims under Saalt's 90-Day Bliss Guarantee
• Troubleshoot shipping, billing, and returns issues
• Track product complaints in line with FDA compliance regulations
• Flag recurring questions, complaints, and product feedback to improve the customer journey
• Help keep FAQs, help center, and blog content up to date and easy to digest
• Comment on social media posts related to periods and period care with a genuine desire to help, not just to push products
• Moderate customer reviews
• Other cross-functional tasks as needed; we are a very small, scrappy, and collaborative team!

What You'll Need to Succeed:

• High school diploma or equivalent (Bachelor's degree preferred)
• Excellent written and verbal communication skills
• High level of comfort with discussing periods, menstrual health, and women's anatomy openly and accurately
• Strong problem-solving skills and attention to detail
• Self-starter mindset
• Ability to thrive in a fast-paced environment, where processes and priorities may change at a moment's notice
• Skilled at learning new software quickly, including helpdesks (Gorgias, Zendesk, etc.), marketing tools (such as Klaviyo and PostScript), and e-commerce tools (like Shopify and NetSuite). Previous experience with these or similar software is a plus.
• Previous experience in customer service, retail, or e-commerce support, and/or Interest in sustainability, women's health, or wellness-focused brands are nice-to-haves
• Must be available for a full-time, hybrid schedule in Boise, Idaho.

We are not considering fully remote candidates for this position.

Compensation:

$19/hour

Perks:

• Company Paid Health Insurance (medical/dental/vision/life)
• 401k & Roth 401k
• No-Cost, In-House Preschool
• Casual Dress Code
• Flexible PTO
  

At Saalt, we immerse our Team in an exceptional work environment with opportunities to learn and grow. You will be surrounded by colleagues who are committed to ensuring your success. If you are looking to make an impact on the world, Saalt is the place for you.

Saalt is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status under applicable law.