Customer Experience Associate

Unbound is hiring a Customer Experience (CX) Associate to help guide our customers through the journeys between purchase, parcel, and pleasure! Our customers are next-level fantastic, and we’re looking for someone who is ready to engage and assist them in all customer service endeavors.

As Unbound’s Customer Experience Associate, you are the first support in what can be an overwhelming category. You’ll be building brand loyalty through friendly, understanding interactions, and gently welcoming newcomers into our coven of sexual freedom and expression. You are the wizard making sure those good vibes go through and ensuring each customer’s experience is one they’ll tweet about. To succeed, you must be an advocate for women, incredibly excited by (and comfortable with) the category, and a real smart cookie when it comes to being resourceful. You will report directly to the Senior Customer Experience and Supply Chain manager.

YOUR RESPONSIBILITIES WILL INCLUDE:

• -Own all channels of customer communication including email, voice calls, and texts, essentially becoming the “face” of Unbound to all customers
• -Earn customers’ trust by displaying patience; consistently demonstrating grace under pressure; exuding confidence in your knowledge of the category, and conveying a genuine desire to help and support them
• -Develop a detailed understanding of Unbound processes and policies, while also presenting innovative ideas to improve the customer experience
• -Respond to customers as promptly and thoroughly as possible; be empathetic and specific in your answers to limit customer frustrations and confusion
• -Establish yourself as the bridge between customers and internal operations–use data and feedback to be proactive in our approach to product, design, and promotional services
• -Work in conjunction with our warehouse and shipping partners to ensure smooth sailing from purchase to delivery
• -Become an expert in the tools used in day-to-day CX operations, including assisting the Senior Customer Experience and Supply Chain manager with B2B responsibilities, and maintaining weekly reports
• -Developing deep expertise on Unbound product line

MUST HAVES: 

• -You have 2+ years of customer service experience or a really good reason as to why you might be ideal for this role
• -You are empathetic – when our customers share with us (AND SHARE THEY DO), we want to always signal that we get them, love them for it, and want to help
• -You have strong written and verbal communication skills and outstanding organizational skills. You understand the importance of details and the value of accountability
• -You love process but are also a little flexible. You will work with your teammates to build a flawless CX machine, while retaining the flexibility to come up with creative solutions when unique opportunities present themselves
• -You are not daunted by the things you don’t know, but rather excited to learn more
• -You have a ‘make it happen’ attitude –  you are someone who is scrappy and creative
• -You are capable of balancing several tasks at once and seeing each of them through to completion
• -You’re fun, upbeat & positive – sure, we work hard, but we also make sure to have fun along the way

EXTRA POINTS:

• -You are familiar with systems such as Gorgias, Shopify, and/or Braintree

MOAR INFO:

• -Based in New York City
• -Health, dental, and vision insurance

TO APPLY:

Send a brief note on why you think you’re great for the position along with your resume to nisreen@unboundbabes.com with the subject line “CX Associate – [YOUR NAME]“.