Customer Experience Associate, Brooklinen

$60k

+ Equity

Junior and Mid level

New York

2 days a week in office (Brooklyn, NY )

Luxury bedding and loungewear

Job no longer available

Luxury bedding and loungewear

101-200 employees

B2CRetailLifestyleFashionConsumer GoodseCommerce

Job no longer available

$60k

+ Equity

Junior and Mid level

New York

2 days a week in office (Brooklyn, NY )

101-200 employees

B2CRetailLifestyleFashionConsumer GoodseCommerce

Company mission

To bring a good, luxurious night's sleep to everyone by providing high-quality yet affordable bedding and home essentials.

Job

Company

Role

Who you are

2+ years in customer service or a service-oriented role (at a startup is a major plus, e-commerce is even better)
Experience using a help desk (e.g. Gladly, Kustomer, Zendesk and e-commerce/order management tool (e.g. Shopify)
Experience in an environment that requires high volume production (ie, 100 calls per day, 60+ emails per day)
Ability to communicate clearly, confidently, and enthusiastically via phone, email, and chat
A customer focused mindset
The ability to work autonomously with a self-driven approach, while also collaborating effectively as part of a team
You’re the perfect person for this role if you have a solutions mindset who is excited to collaborate with other functions, and contribute to creating meaningful experiences for our customers

What the job involves

You’ll speak directly to customers, provide feedback on customer trends, and become the point person for specialized focus areas (e.g. Ops, tech, 3rd Party)
Speak directly with customers via channels such as email, livechat, text, social media, and phone
Assist the customer support team with completing tasks on behalf of the customer
Become the point person for specialized focus areas (e.g. Ops, tech, 3rd Party) and work collaboratively with cross functional teams
Provide feedback and insights on customer trends
Provide great customer experience

Our take

Brooklinen delivers a range of high-quality home essentials to cut out middleman suppliers, traditionally a major cost in the supply of bedding. The result is that Brooklinen is able to reduce the complexity associated with its supply chain whilst increasing product quality.

In a crowded market for home essentials, Brooklinen has proven to be hugely profitable. Its strategy of focusing on a vertically integrated supply chain has paid off with significant revenue. By creating lightweight and durable sheets designed to soften after each wash cycle, Brooklinen provides an attractive option for those wanting luxury sheets without the hefty price tag.

From the funding it has received, Brooklinen has been able to invest in its product range, such as through its expansion to loungewear to offer more options for customers. Further, the opening of physical stores in highly profitable locations has been a smart move by the company and its strategic wholesale scaling has opened up new B2B revenue.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

42% employee growth in 12 months

Glassdoor (3.4)

Trustpilot (2.1)

Company

Funding (last 2 of 3 rounds)

Mar 2020

$50m

GROWTH EQUITY VC

Mar 2017

$10m

SERIES A

Total funding: $60.1m

Company benefits

Hybrid work

Company HQ

Dumbo, NY

Leadership

Vicki Fulop

(Co-Founder)

Graduated from New York University with a B.A in History. Co-founded Brooklinen in 2014 and served as the CCO for almost 7 years.

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