Customer Experience Agent, Thesis
+ Equity
Personalized brain supplements
Open for applications
Personalized brain supplements
21-100 employees
Open for applications
+ Equity
21-100 employees
Company mission
To promote mental health and wellness for everyone.
Role
Who you are
- Strong perspective on what separates good from great in terms of customer service interactions
- Strong communication skills and ability to distill complex information
- Organizational prowess and ability to wear multiple hats
- Ownership mentality—you are a self-starter and demonstrate a strong bias for action
- Interest or knowledge in nootropics/health and wellness
- Empathetic presence with the ability to put yourself in the customer's shoes
- Hard working with a “no task is too small” attitude
What the job involves
- As a CX Agent, you will be the frontline representative of our company, providing exceptional service and support to our valued customers
- Your primary focus will be handling inbound and outbound calls, addressing inquiries, resolving issues, and ensuring a positive customer experience at every interaction
- Deliver above-and-beyond customer service over all of our channels—including phone, email, and social platforms
- Listen attentively to customer concerns, troubleshoot problems, and provide effective solutions to ensure customer satisfaction
- Develop a comprehensive understanding of our products, services, and policies to provide accurate information and assistance to customers
- Strategize ways to improve our service, streamline our processes, and better serve our customers
- Communicate clearly and effectively with customers, using active listening and concise language to convey information and instructions
- Accurately document customer interactions, including issues raised, solutions provided, and any follow-up actions required, in our Helpdesk system
- Follow established protocols and procedures for handling customer inquiries, escalations, and complaints, ensuring compliance with company policies and regulations
- Collaborate with other CX team members and departments to resolve complex issues, share customer feedback, and improve overall customer satisfaction
- Meet or exceed key performance indicators (KPIs) such as call quality, average handling time, and customer satisfaction ratings
Our take
Thesis is a company that provides personalized supplements to support and improve brain function. As the first company to take a tailored approach to the field of nootropics, the company's approach stands out among other brain supplement providers, and it makes them one to watch moving forward.
Using Thesis is fairly easy. Customers take a short quiz that includes their goals and insights into their brain chemistry, then receive a starter kit of four sample blends. Then, dependent on their experience, they can further tailor their package with help from a wellness coach and nootropics experts.
Thesis' products are all formulated with proven active ingredients, and have been well-received so far, boasting a host of positive reviews. With good funding secured, the company can move ahead with key hires and expand out its product selection, as well as invest in more clinical trials.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
May 2023
$8.4m
SERIES A
Oct 2022
$5.1m
SEED
Total funding: $13.7m
Company benefits
- 🩺 Competitive Health, dental, and vision plans (including a 100% covered premium plan for all 3!)
- 🚆 HSA, FSA and pre-tax commuter benefits for parking and transit
- 🚀 Ancillary benefits through Talkspace, One Medical, Kindbody, Teladoc, Classpass and more!
- 📈 401k to help you plan for the future
- 🏖 Unlimited PTO because we respect the need for work/life harmony
- 🏋️ $100 monthly wellness stipend for your wellbeing (e.g. massage, cryotherapy, psychedelic therapy, etc.)
- 💊 Unlimited (yes, unlimited) Thesis nootropics
- 🎓A strong emphasis on promoting from within and personal development
- 🐕 A dog-friendly office located in the heart of Flatiron steps from Union Square and Madison Square Park
- 🌎 International work week
Company values
- Find your formula: We strive to create an environment where everyone can discover their own formula for success and fulfillment. We are committed to providing the resources, support, and opportunities necessary for individuals to set their own path
- Meet your potential: We prioritize the growth and development of our employees, fostering an environment that encourages continuous learning, adaptability, and personal transformation
- Create exceptional experiences: We understand that our team members are the heart of our company, and we are committed to creating a work environment that fosters a sense of belonging, allowing them to contribute to the creation of exceptional experiences for our customers
- Backed by science & data: Through data-driven insights, our employees gain a deeper understanding of customer preferences, market trends, and operational efficiencies. This knowledge assists them to make informed decisions, optimize their strategies, personalize their approach and enhance their problem-solving capabilities
Company HQ
Flatiron District, New York, NY
Articles
Leadership
Dan Freed
(CEO)Former Head of Operations at Hickory. Prior to this, they worked as a chef for a number of years.
Share this job
View 2 more jobs at Thesis