Customer Experience Coordinator, Ritual
$40-65k
+ Equity
Direct-to-consumer health supplement company
Job no longer available
Direct-to-consumer health supplement company
201-500 employees
Job no longer available
$40-65k
+ Equity
201-500 employees
Company mission
To help turn healthy habits into a Ritual.
Role
Who you are
- Customer Focused. You have a passion for providing exceptional customer experiences. You’re able to determine a customer’s primary need and anticipate their next question
- Curious. You’re a skeptic who keeps digging for the full answer and then some to deliver back to our customers
- Communicator. You have excellent written and verbal communication skills to both those you work with and the customers we support
- Self Motivated. You thrive in a fast-paced, dynamic environment that requires independent problem-solving and proactivity
- Education: BS/BA, or equivalent experience
- Experience: 1+ years of experience in customer support; preferably at a B2C and/or CPG organization
- Experience with subscription-based products is a plus
- Strong interest in health, wellness, and nutrition, as well as knowledge of Ritual products is a plus
What the job involves
- In this role, you will engage with Ritual customers across various contact channels (including social platforms) and respond to escalated inquiries related to our products and subscription experience
- You will play a crucial role in delivering a white-glove customer experience, ensuring our customers feel valued and supported
- Our team is passionate about health, wellness, and innovation, and we're looking for a dynamic individual to join us in this mission
- Respond to customer inquiries in a timely and accurate manner across various channels (e.g., email, social media direct messages)
- Provide detailed and knowledgeable answers to questions about our products, their benefits, and usage
- Maintain a high standard of customer service and ensure all interactions reflect our company values
- Monitor social media platforms (Instagram, Facebook, Twitter, TikTok) for customer inquiries, comments, and feedback
- Engage with our online community by responding to comments and messages promptly and professionally
- Escalate any critical issues or feedback to the appropriate internal teams
- Handle complex customer inquiries and escalations with a focus on providing a white-glove experience
- Collaborate with internal teams to resolve customer issues efficiently and satisfactorily
- Follow up with customers to ensure their concerns are fully addressed, and they are satisfied with the resolution
- Develop a deep understanding of Ritual products and their benefits
- Stay informed about new product launches, updates, and company initiatives
- Share product knowledge with customers to help them make informed decisions and enhance their experience
Our take
Ritual sells health supplements direct-to-consumer, with a strong focus on ingredient ethicality, traceability and transparency. Its products include multivitamins, plant based protein and Omega 3 – as well as a noteworthy prenatal vitamin, which was inspired by founder & CEO Katerina Schneider’s fruitless search for a similar product while pregnant.
The brand takes a strong position, labeling itself a team of skeptics who don’t subscribe to pseudoscience. Instead, the company conducts deep scientific research, whilst demanding more transparency in supplement ingredients – in fact, even its product capsules are clear colored. It’s a standout stance to take, going against the often over-positive wellness messages crafted by similar companies.
The health supplement industry is a crowded space in the US. Legacy providers dominate the market while conscious startups like Ritual try to appeal to equally conscious consumers. Ritual’s future success will depend largely on increasing its already strong brand awareness, as indicated by a huge social media following, and further product launches, an approach it’s admittedly well-funded for.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2019
$25m
SERIES B
Aug 2017
$10.5m
SERIES A
Total funding: $40.5m
Company HQ
Hayden Tract, Culver City, CA
Leadership
Katerina Markov Schneider
(Founder & CEO)Having studied at Brown University, they worked for Lehman Brothers until 2008, when they joined Fox Interactive Media for 2 years. They spent a combined 4 years at Universal Music Group and Atom Factory before founding Ritual in June 2015.
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