Member Services Specialist, Thrive Market
$18 per hour. + Equity
Membership-based organic food retailer
Posted today
Membership-based organic food retailer
501-1000 employees
Posted today
$18 per hour. + Equity
501-1000 employees
Company mission
To make healthy living easy and affordable for everyone.
Role
Who you are
- To excel in this role, you'll need a strong passion for delivering exceptional customer experiences and helping members get the most out of their Thrive Market membership
- If you believe in our mission and thrive in a fast-paced, creative environment, we’d love to hear from you
- Be comfortable working at a desk with a laptop, keyboard, mouse, monitor, and headset
- You are passionate about health and wellness and believe in Thrive Market's mission
- You possess excellent written and verbal communication skills and can engage effectively with members
- You are comfortable assisting members across all channels for an 8-hour workday
- You are proficient in Google Apps (Calendar, Mail, etc.) and have experience using Customer Relationship Management (CRM) tools
- Call center experience is helpful, but not required
- Great listener who can recognize customer cues and provide the appropriate solution
- Ability to distinguish between minor and major issues and respond accordingly
- Creative and analytical problem solver who thinks critically to resolve challenges
- Receptive to feedback and quick to implement suggestions for improvement
- Strong ability to self-manage productivity and self-assess performance to stay on track
- Demonstrates genuine care for Thrive Market members and is dedicated to ensuring a positive customer support experience
What the job involves
- We are looking for Member Services Specialists to help our members lead healthier lives by addressing their questions, needs, and concerns
- This includes assisting with order questions and issues, troubleshooting technical problems, making retention offers, processing membership cancellation requests, website navigation, recommending products for specific diets, and more
- We offer shifts from Monday to Friday or Tuesday to Saturday, with start times ranging every 30 minutes from 6:00 AM to 8:30 PM PS
- Once your shift is assigned, you can expect to work that schedule for 8 months to 1 year before any potential changes
- Provide excellent customer support via chat, phone, text, and email channels
- Expect to handle inbound phone calls for 4-6 hours per day, with the remaining time split across other channels
- Address member questions and concerns, such as shipping inquiries, damaged orders, troubleshooting the website/app, updating account information, handling cancellation requests, and more
- Educate shoppers on the benefits of Thrive Market membership, highlighting features, perks, and benefits that align with their needs to encourage membership retention
- Become a subject matter expert on our growing catalog of products and supported dietary values to identify cross-sell opportunities and improve average order value (AOV)
- Collect and record customer insights through our CRM platform, providing valuable data to organizational stakeholders
- This may involve escalating issues to specific leaders via Slack when necessary
- Stay informed on department updates by reading Slack communications and attending team meetings and trainings
- Engage in 1:1 conversations with your team lead to review performance, discuss best practices, and receive guidance on handling specific situations
- Adhere to your schedule by taking breaks and lunches at designated times
Application process
- Onboarding for this role will take 4 weeks and is conducted remotely
Our take
Organic and non-GMO foods have been at the forefront of millions of consumers' minds and while the will is there, the way has often been blocked by inflated prices. Thrive Market wants to become the world's first climate positive grocery sore.
Thrive is disrupting that chain with a subscription based online grocery store that has a curated range of organic and non-GMO groceries, beauty and cleaning supplies. Members pay a fee and are rewarded with an extra 25-50% off regular retail prices, paying wholesale instead. Banking on the mainstream adoption of organic foods and with the long term effects of GMOs under heavy scrutiny, Thrive Market is enabling people to make healthy lifestyle choices without breaking the bank at traditionally more expensive shops like Whole Foods.
As well as considering an IPO, Thrive Market has also recently partnered with rePurpose Global to fight plastic pollution as well as with Beyond Meat, a particularly smart move because the vegan and meat reduction market shows no signs of slowing; as more people want to put their dollars towards products that are cleaner, safer and support the health of the planet.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Oct 2019
$20m
CONVERTIBLE
Jul 2018
$42.4m
SERIES B
Total funding: $241.4m
Company benefits
- Comprehensive medical, dental & vision insurance
- Adoption & fertility assistance
- Flexible paid time off
- Competitive salary & equity
- Free Thrive Market membership & 20% discount
- Remote-first culture
- Dog-friendly office
Company HQ
Playa Vista, Los Angeles, CA
Leadership
Nick Green
(CEO & co-founder)Founded Ivy Insiders (an education services company) whilst at Harvard, before joining Revolution Prep as EVP Sales & Operations and CPO in 2010. Founded Thrive Market in 2013.
Gunnar Lovelace
(Board Member & co-founder)Experienced founder, set up Ego X Studios, Cognition and Love Heals Jewelry, a bohemian lifestyle company. Founder and co-CEO of Good Money, but remains on the board of Thrive Market.
Kate Mulling
(Co-founder)Experienced Editor and writer, served as Founding West Coast Editor of Refinery29, currently serves as a Strategic Advisor and Creative Consultant to businesses.
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