Customer Experience Associate at Nutrafol

At Nutrafol, our mission is rooted in the belief that everyone deserves to grow into the best version of themselves. As the pioneers of hair wellness, we have developed a multi-factorial approach that targets the root causes of hair thinning using clinically tested, natural ingredients. With the support of over 7,500 physicians and hair professionals, we are constantly pushing the boundaries of hair science to deliver reliable results. We are a team that values individuality, innovation, and a shared passion for wellness, and we are looking for someone who shares our commitment to helping others realize their full potential.

The opportunity

We are looking for a remote Customer Experience Associate to join our team and provide empathetic, high-quality support to our community. In this role, you will be a vital part of our growth, helping customers navigate their hair wellness journeys while improving our overall team efficiency. You will act as a creative problem solver who is ready to jump into a fast-paced environment and make a real difference in how our customers experience our brand. Please note that this position requires availability in the Pacific time zone, specifically working a Sunday through Thursday schedule from 9am to 6pm PST.

A day in the life

• You will manage customer interactions across phone and email channels, ensuring every inquiry is handled with care and speed.
• You will serve as a key point of escalation, using your critical thinking skills to resolve complex issues and navigate tricky process challenges.
• You will act as a product expert, guiding customers through our website and offering tailored solutions that reflect our commitment to science-backed wellness.

Who you are

You are a self-starter with an entrepreneurial spirit who thrives when helping others. You bring 1 to 3 years of experience in a customer-facing role, ideally within an e-commerce or startup environment. You are comfortable using tools like Zendesk, Salesforce, Google Workspace, and Microsoft Office to keep your workflow organized. Because you are a natural communicator, you are just as comfortable on a phone call as you are drafting a thoughtful email. While not required, being bilingual in English and Spanish is highly preferred. Above all, you have a genuine passion for problem-solving and a positive attitude that makes every customer feel heard and valued.

Why you'll love it here

We offer an annual base salary range of $50,000 to $55,000 USD. Beyond the numbers, we are dedicated to supporting your personal and professional well-being through a robust benefits package:

• A fully remote work environment with monthly stipends for your internet and cell phone.
• Comprehensive medical, dental, and vision insurance, plus a 401k plan with employer matching.
• Flexible time off and two daily company-wide wellness breaks.
• An annual learning and development budget to help you keep growing.
• Wellness perks, including a monthly stipend, free meditation app access, and a complimentary Nutrafol subscription.
• Additional benefits like pet insurance discounts and team lunch programs.