United States onlyWe are a science-driven company with a pipeline of proprietary products that started with our cleaning sprays and hand soap (we hold over 40 patents and patents pending worldwide). To date, we’ve already helped divert more than 1 billion single-use plastic bottles from landfills and waterways. We were the 2nd fastest growing direct-to-consumer in 2020, and have built an engaged, passionate community of close to 1M+ person community. We’re proud to be a Certified B Corp - recognized for meeting the highest standards of verified social and environmental performance, transparency, and accountability. We’re also Climate Neutral Certified along with many other certifications that help hold us accountable on our commitments to optimize our products for environmental and human health.
Blueland was featured on the Season 11 premiere of Shark Tank, securing an investment by Kevin O’Leary. Blueland is well-funded by top tier venture capital firms as well as notable investors including Gwyneth Paltrow, Justin Timberlake and founders of Sweetgreen, Thrive Market, Honest Company, Rent the Runway, and Bonobos. We’ve been featured across top tier outlets such as the New York Times, Fast Company, TechCrunch, VOGUE, Wall Street Journal, Inc., and more.
The Role:
Our Senior Customer Experience Associate is a key role on our CX Team as a front-line representative of Blueland, ensuring we provide a best-in-class experience to our customers. This team member will problem solve and provide excellent service to those who shop on our website or through third-party partners, as well as potential new customers exploring our products. This role is a strong communicator who excels in answering inquiries about our products and subscription service, providing expert product guidance, proactively resolving issues with orders, and engaging with our community on social media. This role requires a passion for delivering exceptional customer service experience, keen attention to detail, and the ability to thrive in multitasking while in a fast-paced environment. This role reports to the CX Lead.
Responsibilities:
- Deliver exceptional customer care with a positive and proactive mindset through various communication channels (messaging, online chat, e-mail, and social media)
- Approach customer interactions with a balance of attention to detail and a sense of urgency, ensuring that you are building a positive customer experience, where the customer’s happiness is always the number one priority
- Consistently maintain professionalism and serve as a front-line representative of the Blueland brand in all customer interactions
- Educate and provide solutions to customer inquiries about our products, including ingredients, usage instructions, and sustainability practices
- Leading role in monitoring and engaging with customers on social media platforms, building community, addressing concerns, and sharing feedback with our team
- Contribute ideas to improve existing processes to consistently exceed customer expectations and create moments of delight
- Identify and escalate emerging customer issues to relevant team members for quick resolution
- Utilize internal systems and tools to provide best-in-class customer solutions
- Handle challenging customer inquiries and escalation with patience and professionalism
- Ability to assist in training of new team members, sharing knowledge, tips, and best practices
- Contribute on various projects outside of the CX inbox, which may include quality assurance, training documentation, refund tracking and updating, platform maintenance, or data entry
- Proactively support the team during high volume periods
- Collaborate cross-functionally with different departments and teams to improve the overall customer experience, which may include one-time tasks and ongoing projects
Qualifications:
- 2+ years experience in a customer-facing role, preferably within e-commerce, service, retail, or consumer goods
- Exceptional verbal and written communication skills
- Strong problem-solving abilities and a proactive approach to customer issues
- Ability to multitask, prioritize, and manage time effectively, always prioritizing the customer in a fast-paced environment
- Ability to troubleshoot and problem solve, finding solutions
- Capability to work well independently while also thriving in a collaborative team environment
- Passionate about Blueland’s mission, the environment sustainability, and providing outstanding customer experiences
- Full understanding of social media platforms such as Facebook and Instagram, with the ability to monitor and engage with customers on your personal devices when needed
- Experience with Blueland’s tech stack (Gorgias, Loop, Okendo, Shopify, Klaviyo, ReCharge) is a plus
- Understanding of CX metrics and goals such asFRT (First Response Time), and AHT (Average Handling Time)
- Quick learner with the ability to pivot and adapt to new software and tools efficiently
- Schedule will include weekly both a Saturday and Sunday shift
We prioritize our planet and our people. In addition to salary compensation, we offer various other benefits to ensure our team members can be their best self, both in and outside of work. Benefits for full time roles include: health benefits, stock options, generous paid time off, paid holidays, paid civic engagement days, paid parental leave, 401k (employee contribution), professional development stipends, remote work reimbursements, various discounts to like-minded companies and more.
At Blueland we believe in order to build a better future and planet, we must advocate for diversity, equity and inclusion. We are proud to have assembled a diverse team and strongly encourage you to apply even if you don’t meet every qualification.
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