The Better Natured Customer Experience (CX) team is looking for a joyful, thoughtful, and highly motivated solution-oriented thinker who is passionate about creating a positive customer experience and uncovering pain-points for our customers.
In this full-time role, you are the customer's first point-of-contact with our brand, engaging with them on email, social media, live chat, and phone calls to uncover their needs, with an eye towards improving the overall online consumer journey.
In this role, you'll work independently to answer a variety of questions from returns, exchanges, lost packages, to questions surrounding our products, and work with the larger team to make suggestions on how to solve issues with our online customer journey.
If you are a naturally inquisitive, people-person who loves to solve problems – this is the role for you! 3-5 years of experience in a customer experience, sales or community development role
Shopify Plus ecommerce platform experience is a plus
Astute platform experience or experience with other customer service software packages is a plus
Strong people skills – you are friendly, empathetic, a good listener, and you're invigorated by constant personal interaction
Clear communicator through all types of communication channels
Problem-solver who understands how to work with all types of customer personalities Intuitive and possess a high processing speed
Detail-oriented and highly organized Can prioritize and manage multiple tasks simultaneously
Has a "can-do” attitude
Evening and weekend working availability
Act as the voice of Better Nature on the front lines with customers
Deliver best-in-class customer service over email, social media, live chat and the phone
Provide swift and thoughtful solutions for customers anytime a delivery, transaction, or general experience doesn't go 100% as planned
Provide product recommendations based on customer needs
Build long-lasting relationships with our customers
Identify recurring trends and issues with customers' experience with our brand
Think creatively about ways in which we can optimize each customer's experience
Capture customer insights and work across marketing, tech, design, and product teams to improve the overall customer experience
Update and communicate weekly and monthly metrics
Analyze sales trends and promotional offers and recommend promotional changes, adjustments to meet customer expectations