Customer Experience Associate

The Thuma team is looking for a Customer Experience Associate to join our fast-growing remote team. We hire for integrity, initiative, collaborative spirit, open-mindedness, and willingness to learn. 
As a Customer Experience Associate, you'll deliver exceptional 6-star service to our customers, creating a luxurious and seamless experience. You'll remove obstacles, provide support, and make empowered decisions to "do the right thing." This role is perfect for a polished individual passionate about service, design, and bedroom furnishings.
Thuma’s Headquarters is based in the historic Presidio neighborhood of San Francisco. This role is flexible and can be based in San Francisco or remote. Candidates must be able to work EST or PST hours. 
In recognition of the personal and professional benefits that team members gain from time spent together in person, we organize a range of events throughout each year designed to bring our entire team together!

Key Responsibilities:

• Address customer inquiries promptly and accurately within our SLA.
• Deliver an unparalleled 6-star customer experience through our various channels, such as email, phone, and social media.
• Track order statuses, resolve service issues, and coordinate with shipping carrier companies as needed.
• Collaborate with cross-functional teams to find solutions and exceed customer expectations.
• Maintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement.
• Build brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions.
• Meet individual and team goals and metrics weekly. 
• Be present and communicative on Slack and email.
• Report emerging issues or problems to the CX team manager.
• Perform other related duties as assigned by the management team.

This Might Describe You:

• Availability to work occasional weekends and holidays.
• 1-2 years of previous experience in customer support, retail, hospitality, or a similar service role.
• Strong communication skills with an inquisitive nature.
• Proficiency in working cross-functionally.
• Familiarity with Shopify and Gladly is a plus.

Why Join Us Equity/401k: Participation in employee stock option plan and our 401k program where we will match up to 6% of your contributionsBenefits: Comprehensive medical, dental + vision coverage options with generous employer contributions Extras: 12 weeks of paid parental leave and company sponsored membership at One MedicalDream Setup: MacBook Air, Airpod Pros, Magic Mouse, Magic Keyboard,Paid Time Off: We believe healthy, happy, relaxed people do better workHybrid:  Flexibility to work between your home and our office with everything you need to be successful in bothEmployee Discount: We provide an employee discount of 40% off all Thuma productsCell Phone Stipend: $100 per month to recognize that you will use your cell phone for work related thingsRoom Upgrade: A complimentary product credit when you start, worth up to $2,000
Who We AreThuma is a bedroom lifestyle brand, offering customers Bed Time essentials and amenities designed to celebrate life’s simple pleasures through thoughtful elevated design, quality craftsmanship, and modern convenience. 
We recognize that people come with a wealth of knowledge and are talented beyond the scope of a functional role. If this sounds like you, we encourage you to apply even if your experience doesn’t precisely match our job description. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn. 
Thuma is dedicated to going above and beyond to bring people with diverse perspectives and unique experiences together to do great work. We strive to create a sense of belonging by creating an inclusive culture where everyone can be their authentic self and by treating each and every team member with kindness, equity, and respect, always.