Customer Experience Associate

About the role

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. This role is based in the Pacific Time zone. Candidates must be available to work standard PT business hours. The schedule for this position is Saturday through Wednesday or Wednesday through Sunday. Applicants must be able to work weekends.

Responsibilities

• 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.

Requirements

• 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.

Qualifications

• Passionate about service, design, and bedroom furnishings.
• Willingness to learn and adapt to new challenges.
• Ability to work independently and as part of a team.
• Excellent problem-solving and decision-making skills.
• Strong organizational and time management skills.

Skills

• Customer service skills.
• Communication skills.
• Problem-solving skills.
• Organizational skills.
• Attention to detail.

Benefits

• 401(k) with company matching up to 6% of your contributions.
• Comprehensive medical, dental, and vision coverage with generous employer contributions, 100% paid parental leave, and company-sponsored One Medical and WellHub memberships.
• Equity participation in employee stock option plan.
• Paid Time Off.
• Time to Recharge with select paid holidays, including key company closure days, along with holiday pay when working on designated holidays.
• Employee Discount: 40% off almost all Thuma products.
• Cell Phone Stipend: $100 per month to support work-related phone use.
• Commute Reimbursement: Up to $150 per month for commuting to our office.
• Room Upgrade: A complimentary product credit upon joining, valued at up to $3,000. Some exclusions may apply.

Pay

$20 - $28 an hour. Thuma provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Thuma factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience. Additionally, Thuma leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available.

Schedule

This role is based in the Pacific Time zone. The schedule for this position is Saturday through Wednesday or Wednesday through Sunday. Applicants must be able to work weekends.