Customer Experience Associate I

4 weeks ago

New York, New York, United States Nestig Full time
Customer Experience Role Overview

Nestig is a direct-to-consumer brand with a mission to create a delightful shopping experience for children's spaces. Our brand is synonymous with quality, care, and trust, offering customers a seamless shopping experience and exceptional products for their little ones. As one of the fastest-growing consumer brands, Customer Experience (CX) is essential to our culture, and we believe this is a key part of what sets us apart from the competition. We strive to offer above-and-beyond support to customers as they are thinking about buying our products and after they have made their purchase.

Job Responsibilities

As a member of the CX team, you will work closely with management, operations, and product development. You will report to the Senior Manager, Customer Experience from the New York office and will be responsible for helping to enhance our customer's experience before, during and after purchasing. You will be a driving force in creating an exceptional experience for our customers through authentic connection and refining problem-solving processes that scale.

Key Responsibilities Include:
  • Building authentic connections with our customers, answering questions and reassuring them as they make a big decision for their little one's room
  • Becoming an expert in our categories and products to answer all customer questions from safety testing to assembly
  • Communicating with customers across channels including email, phone, live chat and direct message
  • Own the process of solving customer problems from end-to-end, working closely with our operations and product teams to ensure a speedy resolution to any issues
  • Being a fierce advocate for our customers, always pushing us to raise our bar
  • Providing insights and reporting to management to keep track of the current experience and ensure improvement over time
  • Constantly looking for ways to improve the customer experience through analyzing problems, diving deep into requests, and pursuing opportunities to add value


Requirements

We are looking for a highly motivated and customer-focused individual with excellent communication skills, both verbal and written. The ideal candidate will have 1-2+ years of experience in a similar, customer-facing role, ideally within an early-stage, growth-oriented company. The candidate must be able to work onsite in our New York office in Flatiron three (3) days a week [Monday, Wednesday, Thursday].

Key Requirements Include:
  • 1-2+ years experience in a similar, customer-facing role, ideally within an early-stage, growth-oriented company
  • Must be able to work onsite in our New York office in Flatiron three (3) days a week [Monday, Wednesday, Thursday]
  • Excellent communications skills, both verbal and written
  • A passion for all things CX - you like helping people and problem solving; you're comfortable talking with folks from all walks of life and have a strong sense of empathy that encourages our customers to seek help and support
  • Comfort with the ambiguity of changing priorities, and the flexibility to embrace new ideas within a fast-paced environment
  • Demonstrated ability to autonomously manage multiple assignments at once, while meeting deadlines and analyzing impact
  • A willingness to roll up your sleeves and wear multiple hats
  • Self-starter with a can-do, team-oriented attitude and ability to stay calm under pressure
  • Ability to embody and exercise Nestig's Core Values in all facets of the business
  • Legal authorization to work in the USA


Why Work at Nestig?

Nestig is an equal opportunity employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees. We offer a comprehensive benefits package, including medical, dental, and vision insurance for you and your loved ones, twenty-one (21) days of paid time off (PTO) per year, a 401(k) plan with company match, and a flexible work environment that allows you to work from wherever you are most productive.

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