Seasonal Customer Experience Associate

About Boll & Branch

At Boll & Branch, we don't make bedding like everyone else. We make it better. In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do:

• Cultivators of the highest quality threads
• Pioneers in 100% organic cotton
• Free from toxins at every step
• 100% traceable from farm to finish
• Committed to fair and ethical treatment for all

Boll & Branch has over 150 employees and is headquartered in Summit, NJ, with a second office in New York, NY and a dedicated photo studio in New Providence, NJ. In 2019, we raised $100M from L Catterton, a leading consumer goods private equity fund, to propel our growth. We are progressively expanding our retail and wholesale footprint while maintaining our direct-to-consumer online model, with retail stores nationwide and partnerships with Bloomingdale's and Nordstrom.

About the Role

This role will build relationships with our customers and drive lifetime value. The ideal Seasonal Customer Experience Associate is a dedicated advocate for our customers, with a strong service aptitude and a genuine passion for helping others. They deliver exceptional, people-first support while working with speed, accuracy, and efficiency. By balancing thoughtful problem-solving with timely execution, they consistently meet customer needs and create positive, memorable experiences.

Responsibilities

• Engage with customers via email, phone, and chat to resolve a range of inquiries, from routine to complex, including order placement, inventory checks, order and delivery updates, and general questions.
• Foster exceptional customer relationships through unreasonable hospitality, anticipating individual needs and delivering personalized, engaging experiences that make every interaction feel thoughtful, warm, and memorable.
• Manage post-order resolution by investigating lost or delayed shipments through USPS and UPS, processing returns to HQ, and delivering accurate reporting and visibility.
• Gather and provide customer feedback to leadership, ensuring insights are shared with relevant teams, including Customer Insights and Marketing, to drive meaningful improvements and enhance the overall customer experience.
• Monitor your own inbox, ensuring customer inquiries are handled and responded to promptly and professionally.
• Stay current on product knowledge to drive sales, identify upsell opportunities, and advise customers based on their needs and our product offerings.
• Collaborate with your team to continually improve processes and customer journeys.
• Demonstrate ownership by taking initiative autonomously to resolve issues and improve the customer experience.

Goals

• Create memorable moments in customer interactions that can't help but be shared.
• Manage personal customer satisfaction score through continuous relationship building.
• Inspire trust and loyalty by being reliable, empathetic, and genuinely invested in the customer's happiness.

Requirements

• Associate's degree preferred or equivalent experience.
• Required in-office for training from October 5 - October 16; primarily remote thereafter.
• Operate with a high processing speed and sense of urgency to meet KPIs, maintaining 12 tickets per hour and 84 tickets per day.
• Experience with Zendesk & Shopify or similar software.
• Customer experience, retail, or hospitality background preferred.
• Be flexible and resilient to adapt to changing situations and priorities while maintaining a positive, customer-first mindset in a fast-paced environment.
• Must thrive in a high-energy environment and contribute positively to the team culture; a friendly and approachable demeanor is highly valued.
• Truly love being with and around people—and others should feel the same way about you.
• Learn Boll & Branch's social mission and be inspired to be a part of what we're doing, embodying an entrepreneurial spirit.
• Stay highly organized and efficiently handle multiple projects at once.
• Love a great challenge, be ready to learn, and have a "no task is too small" attitude.
• Local to Summit, NJ.

Skills

• Strong service aptitude and genuine passion for helping others.
• Exceptional communication skills via email, phone, and chat.
• Ability to balance thoughtful problem-solving with timely execution.
• High processing speed and sense of urgency.
• Positive, energetic, and endlessly resourceful.
• Motivated by learning and ready to take on a variety of responsibilities.

Schedule

This is a seasonal role running October 5, 2025 - January 16, 2026. Training is required in-office at our Summit, NJ headquarters from October 5 - October 16; after training, most work will be performed remotely.

Available schedules (EST):

• Monday - Friday: 10:00am - 6:30pm
• Monday - Friday: 11:00am - 7:30pm

*An additional opportunity is available to support our live chat channel and gift card processing, including hand-writing personalized notes. This position requires being in-office at least 4 days per week for the duration of the assignment, with a schedule of Monday - Friday: 9:00am - 5:30pm.

Pay

The hourly base rate for this role is $22.00. Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, scope of the role, and internal peer benchmarking.

Benefits

• Medical, dental, vision, and life/AD&D insurance.
• Commuter benefits, HSA/FSA, STD/LTD, and Employee Assistance Program.
• Family-planning services, gender-affirming healthcare, and health advocacy program.
• Fitness reimbursement program.
• 401(k).
• Paid time off.
• Employee discount.