Senior Associate, Customer Experience

Job Description

Let’s get to know each other

At Care/of, we take the guesswork out of feeling better by helping people build custom vitamin routines based on their unique needs. Whether it’s our personalized daily vitamin packs and powders through our direct-to-consumer business, or our multivitamins and blends with our retail partner Target, our products are backed by science and include a combination of highly-researched nutrients and traditionally used herbs. By providing honest guidance and better ingredients, we aim to help people feel empowered to make the right choices for their health.

Since our launch in 2016, we have raised capital from top investors including Goldman Sachs Investment Partners, Goodwater Capital, Tusk Ventures, RRE Capital, Juxtapose, and Bayer. In late 2020, Bayer secured additional investment in Care/of giving it majority ownership. By joining forces with Bayer, we are able to expand our ability to connect directly with new and existing customers and elevate our unwavering commitment to science-backed guidance, quality ingredients, and sustainable practices.

We’re excited to meet you!

What you’ll do:

We’re looking for a Senior Associate, Customer Experience to directly manage CX agents and work with cross-functional teams to improve the customer experience. You will amplify the voice of the customer across the company. In particular, you will collaborate with our product development and medical team, who are responsible both for formulating our products and supporting CX in answering customers’ product questions. You’ll also work with our inventory team, responsible for keeping our products in-stock. As a people manager, you will help grow agents and support the team as a leader and mentor. You will report into the Manager, Customer Experience. This is a full-time position.

• Manage 3-5 remote CX agents; coach all agents on ticket quality and providing a strong customer experience
• Participate as a team lead, advocating for team members and proposing new processes for team communication and collaboration
• Communicate customer pain points and act as a customer-centric advocate for improvements to our user journey
• Act as the CX point person to our inventory, product development & medical teams, including partnering on changes to our assortment and ensuring agents are educated on them
• Identify and help implement areas of improvement for customer communication - whether improving macros, finding new systems or channels, or anything else
• Lead other ad hoc CX projects to improve service or overall customer experience

Where you’ll be:

We are encouraging employees (whose job responsibilities allow) to work remotely with the option of returning to the office. We are committed to prioritizing workspace flexibility by building systems to create an inclusive and productive environment in which employees feel most comfortable working (role permitting).

This role will require you to be based in the NYC metropolitan area. You will be expected to come into our New York City office at least once a quarter for team events and meetings, and you are welcome to go in as often as you would like.

Who you are:

You have a track record and enthusiasm for uplifting and motivating a team. You are committed to coaching strong customer advocates.

You’re someone with 3+ years of relevant customer-facing experience. You’ve spent at least 1 year managing people.

• Experienced CX lead able to dissect customer issues, coach on ticket quality & productivity, and relay information clearly (and of course, experience with Zendesk or a similar platform)
• Empathetic and enthusiastic people manager who invests in the growth of your employees and is committed to creating a collaborative community
• Passionately customer-centric - you love solving customer problems and creating experiences beyond customer expectations
• A doer - you love getting your hands dirty and thrive in a fast-paced environment, managing many tasks and projects at once
• Strong communicator & collaborator - empathetic, high EQ & exceptional interpersonal skills
• Comfortable conducting and understanding basic data analysis to understand team performance vs. KPIs and drive to data-driven decisions

Extra carrots 🥕(preferred, but not required):

• Experience at a direct-to-consumer company selling physical products and/or experiences
• Experience in health & wellness
• Experience at a startup

Even if you don’t meet all the requirements, we still encourage you to apply! If you’re submitting a cover letter, please note what makes you perfect for this role with the qualifications you have.

Why Care/of:

• Competitive salary + compensation package
• Competitive insurance packages with free medical, dental, vision plans.
• Unlimited vacation time because you deserve it.
• Free vitamins and powders
• Wellness perks with free access to online meditation services + fitness reimbursements (at-home workouts count!)
• Virtual team-building events because we value staying connected and building community.
• Socially and culturally relevant experiences geared towards personal + professional learning & development.
• Working with an amazing, fun-loving, spirited group of people.

Our Core Values:

Be Humble: Engage in debate with an open mind. Embrace feedback and being wrong when presented with data that shows there is a better option.

Be Honest: Deliver the truth with humor and love; Recognize and stand up against discrimination on any basis, including race, sex, gender, sexual orientation, religious background, age, or mental and physical abilities - in our work and beyond.

Be Thoughtful: Attack hard problems with thoughtful tenacity. Don’t shy away from complex problems with complex solutions.

Be Different: Kill your darlings. Don’t be afraid to rewrite something once effective, loved, or widely accepted in the past. Evolution is wonderful. Push against banality and the status quo.

Our commitment to you:

At Care/of, we’re committed to building the best team we can. We hire for potential and support every team member through each step of their career development. Building a diverse, equitable, and inclusive space for our team to think differently and push the status quo is incredibly important to us; and we strive to use these guiding principles as the foundation for how we interact with each other, how we build our business, and how we hold ourselves accountable to our core values.

Care/of does not discriminate and will not make any hiring decisions based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. If you have a disability and require accommodation during our interview process, please let us know how we can help make the interview process fair to your needs.

IMPORTANT NOTE FOR POTENTIAL CANDIDATES:

On September 9, 2021, President Biden announced a six point COVID-19 action plan. As follow up to the initial announcement, we have decided our policy is to require all Care/of employees to be fully vaccinated by December 8, 2021. This requirement applies to all current and future Care/of employees. Care/of is an Equal Opportunity Employer and it is our policy to provide reasonable accommodations to any qualified individual who because of a medical condition or sincerely held religious belief or practice receives an exemption from the vaccination requirement, provided that such accommodation would not result in an undue hardship for the company.

Privacy Policy:

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