Customer Experience Associate
San Francisco, California
Customer Experience /
Full-Time /
Remote
The Thuma team is looking for a Customer Experience Associate to join our fast-growing remote team. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn.
As a CX Associate, you'll deliver exceptional 6-star service to our customers via email, 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. Candidates must be able to work PST hours.
In recognition of the personal and professional benefits that team members gain from time spent together in person, we organize a range of events throughout each year designed to bring our entire team together!
Key Responsibilities:
- Deliver an unparalleled 6-star customer experience by responding to inbound contacts via email using our CRM, Gladly, to exceed customer expectations.
- Resolve customer inquiries, concerns, and complaints promptly and accurately within our SLA while maintaining the brand voice and ethos.
- Meet weekly team goals and metrics.
- Maintain accurate documentation of customer interactions, orders, comments, and complaints, and analyze trends to identify opportunities for improvement.
- Build brand loyalty and drive revenue by staying knowledgeable about our products, services, policies, pricing, delivery times, and marketing promotions.
- Track order statuses, resolve service issues, and coordinate with shipping carrier companies as needed.
- 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.
This Might Describe You:
- Availability to work weekends and occasional holidays.
- 1-2 years of experience in customer support, hospitality, account management, 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.
$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. The salary, other compensation, and benefits information is accurate as of the date of this posting. Thuma reserves the right to modify this information at any time, subject to applicable law.
Why Join Us
Equity/401k: Participation in employee stock option plan and our 401k program where we will match up to 6% of your contributions
Benefits: Comprehensive medical, dental + vision coverage options with generous employer contributions
Extras: 12 weeks of paid parental leave and company sponsored membership at One Medical
Dream Setup: MacBook Air, Airpod Pros, Magic Mouse, Magic Keyboard, Display Screen, White board
Paid Time Off: We believe healthy, happy, relaxed people do better work
Hybrid: Flexibility to work between your home and our office with everything you need to be successful in both
Employee Discount: We provide an employee discount of 40% off all Thuma products
Cell Phone Stipend: $100 per month to recognize that you will use your cell phone for work related things
Room Upgrade: A complimentary product credit when you start, worth up to $2,000
Who We Are
Thuma is a bedroom lifestyle brand, offering customers Bed Time essentials and amenities designed to celebrate life’s simple pleasures through thoughtful elevated design, quality craftsmanship, and modern convenience.
We recognize that people come with a wealth of knowledge and are talented beyond the scope of a functional role. If this sounds like you, we encourage you to apply even if your experience doesn’t precisely match our job description. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn.
Thuma is dedicated to going above and beyond to bring people with diverse perspectives and unique experiences together to do great work. We strive to create a sense of belonging by creating an inclusive culture where everyone can be their authentic self and by treating each and every team member with kindness, equity, and respect, always.
