Customer Experience Associate

Huckberry is looking for a Customer Experience Associate who thrives on providing support through several different channels of communication, including email, phone, and live chat. You'll be a great fit for our team if you're empathetic, emotionally intelligent, and enthusiastic about helping customers. A love for gear and men's apparel, or familiarity with the Huckberry catalog is a big bonus!This is a hybrid role with onsite and work-from-home flexibility, with a requirement to work fully in-office during training, then in-office at least 3 days per week after.Shifts will run from approximately 9:00am to 5:30pm ET, but may vary slightly depending on scheduling needs. Note that some overtime or weekend coverage may be expected around our largest holidays and sales, like Black Friday and Cyber Monday, and around Christmas. ResponsibilitiesAnswering questions related to Huckberry's products, marketing, and editorial content via email, web chat, phone, or social media, while adhering to daily live channel scheduleOwning the customer experience in each individual interaction and working to exceed customer expectations while using our CX playbookProactively looking for solutions to problems and proposing improvementsCommunicating with brand partners on behalf of Huckberry customers to facilitate resolutionsComfortable using AI-based tools for problem-solving, drafting communications, analyzing data, etc Requirements Located and authorized to work in the state of Ohio, specifically our Columbus Distribution Center / OfficeYou enjoy talking with people and building relationshipsYou're able to empathize with customers in a genuine way that lets them know you care about their issuesYou're able to make decisions and solve problems even when there may not be explicit guidelines on how to do so. At times, using your judgement to make exceptions to policies to delight a customer while balancing the impact to our businessYou have an ability to understand complex issues and explain them to others in beautifully simple termsYou're able to plan, organize, and prioritize work - this role wears many hatsYou're curious and love diving deep into new products, brands, and systems to learn them inside and out. Preference given to those passionate about men's apparel, footwear, and gearYou have a reliable home internet connection of at least 100mbps and have a quiet, distraction-free space to work from home on work from home daysOn office days, you have reliable transportation to work from our Columbus area office in Lockbourne near the Rickenbacker AirportBonus points if you have experience working in ZenDesk, Slack, and Google suite of tools Benefits Medical, Dental, Vision benefits401(k) and employer matchAnnual Huckberry shopping creditsPaid Sabbatical leave at 4 yearsSummer FridaysWeekly catered lunch Monthly happy hours Mental health resourcesPaid Parental LeavePaid Vacation & Paid Sick LeaveVolunteer Time OffGenerous employee discountAnnual offsites Company Description Huckberry is the ultimate one-stop men's shop for discovering the best gear and threads. Over a million guys trust us as their go-to resource for their closet, adventure inspiration, and a whole lot more. We were named one of IAB's most disruptive consumer brands, and we've collaborated with everyone from Matthew McConaughey and Leon Bridges to brands like Lululemon, Tacoma, and Coors. We look forward to meeting you. Want to get to know us better? Check out our:Journal: http://huckberry.com/blog Youtube: https://www.youtube.com/@Huckberryco Instagram: http://instagram.com/huckberry Huckberry encourages candidates of all different backgrounds and identities to apply. We are always eager to further diversify our company, and we are committed to providing an inclusive environment of mutual respect where all can flourish. All of our employment decisions are based solely on merit and business need.