Customer Experience Associate

**Customer Experience Associate - Full-Time**

at STUDS New York, NY Studs is an experiential retail and e-commerce brand that has re-imagined the ear piercing experience. Studs mission is to empower bold self-expression and inclusive community through earscaping with safe and healthy ear piercings and the best curated destination of earrings.

Based in NYC, the **Customer Experience Associate** at Studs will be responsible for delivering an exceptional customer support experience to our customers. This person will turn every customer interaction into a positive experience with our company, driving brand loyalty and love. **This role is 80% remote, and 20% in-person.**

The Associate will be the voice of the company to our customers, acting as both brand ambassador and problem-solver. The Associate is responsible for ensuring a frictionless journey with Studs for the customer, and bringing back insights to the rest of the Studs team to influence product, marketing and operations with the customer in mind.

The Customer Experience team works cross-functionally across retail, product, merchandising and digital to provide the best possible experience for our customers. The ideal candidate is someone with impeccable communication and organizational skills, with a passion for creating an unforgettable experience. This is a junior role and reports directly to the **Senior Manager of Customer Experience**.

In compliance with recent , **candidates that apply for this role must be fully vaccinated** prior to their start date or have documentation for a reasonable accommodation. Proof of vaccination will be required.

**Salary:** $24/hr; 40 hours per week

**Key** **Responsibilities:**

***Customer Service***

* Delivers exceptional service by helping customers resolve inquiries and issues through email, text and chat.

* Meet all SLAs and deliver best-in-class NPS & CSAT scores.

* Collaborate on operational projects focused on improving customer experience.

* Act as a liaison between customers and the retail, digital, and fulfillment teams.

***Service Recovery***

* Supports Studs Studios by communicating directly with customers, and executing service recovery when necessary.

* Uses appropriate escalation paths when necessary and resolves customer issues in a timely manner.

* Responds to negative customer feedback, including google + yelp reviews.

***Product/System Knowledge***

* Learned knowledge of all of Studs internal systems, including (but not limited to) Zendesk, Acuity, Klaviyo, Shopify, Loop.

* Utilizes internal systems to troubleshoot customer issues, identify and escalate bugs/glitches that are impacting the customer experience

***Reporting***

* Report on customer insights and metrics on a daily/weekly basis.

* Collaborate with Senior Managers to surface trends and areas of opportunity to improve customer experience.

* Complete ad-hoc reporting and data analysis projects.

***Requirements:***

* 1-3+ years of experience in hospitality or customer service in a consumer-facing startup

* Quantitative and data-driven

* Creative problem-solving abilities

* Excellent verbal and written communication skills

* Experience and/or familiarity with Google Suite or Microsoft Office Suite

* Passion for customer service with a friendly, outgoing, sales orientation

* Open to weekend and evening shifts

* Hybrid (Primarily remote/ NYC HQ office)

* Experience with Shopify and Zendesk (or similar systems) is a plus

**Personal Characteristics**

* ***Entrepreneurial spirit:*** humble, self-starting, and comfortable with ambiguity, eager to learn

* ***Strong work ethic and professionalism:*** continuous pursuit of excellence with respect for others

* ***Team player:*** we all contribute to one anothers success

* ***Empathetic:*** for the customer and for other team members

* ***High-energy and enthusiasm:*** excitement to build something to inspire and delight customers and our team, excited to represent Studs

**Benefits & Perks**

* Comprehensive medical, dental, and vision insurance

* Two weeks of accrued paid time off

* Three months of paid family leave for both full-time corporate and retail employees (biological, adoptive, and foster parents are all eligible)

* Paid sabbatical after four years of service

* Exclusive employee piercing and jewelry discounts (plus discounts for friends and family)

* Quarterly learning and development opportunities to support internal mobility and foster an inclusive culture.

*Studs, Inc. is an equal opportunity employer and considers all applicants for employment without regard to race (including traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law. We comply with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which we operate.*

*Studs Inc. is monitoring and following public health requirements with respect to vaccination mandates, social distancing, PPE in the workplace, and sanitation practices in response to COVID-19. Accordingly, prospective employees are expected to comply with all such requirements if hired for employment.*

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in STUDSs Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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