Senior Customer Experience Associate, Blueland
$22.50 - $26.00 (USD) per hour + Stock options
Eco-friendly cleaning products
Job no longer available
Eco-friendly cleaning products
101-200 employees
Job no longer available
$22.50 - $26.00 (USD) per hour + Stock options
101-200 employees
Company mission
To make it easy to be eco with innovative products in reusable packaging that are convenient, effective and affordable.
Role
Who you are
- This role is a strong communicator who excels in answering inquiries about our products and subscription service, providing expert product guidance, proactively resolving issues with orders, and engaging with our community on social media
- This role requires a passion for delivering exceptional customer service experience, keen attention to detail, and the ability to thrive in multitasking while in a fast-paced environment
- 2+ years experience in a customer-facing role, preferably within e-commerce, service, retail, or consumer goods
- Exceptional verbal and written communication skills
- Strong problem-solving abilities and a proactive approach to customer issues
- Ability to multitask, prioritize, and manage time effectively, always prioritizing the customer in a fast-paced environment
- Ability to troubleshoot and problem solve, finding solutions
- Capability to work well independently while also thriving in a collaborative team environment
- Passionate about Blueland’s mission, the environment sustainability, and providing outstanding customer experiences
- Full understanding of social media platforms such as Facebook and Instagram, with the ability to monitor and engage with customers on your personal devices when needed
- Experience with Blueland’s tech stack (Gorgias, Loop, Okendo, Shopify, Klaviyo, ReCharge) is a plus
- Understanding of CX metrics and goals such as CSAT (Customer Satisfaction), FRT (First Response Time), and AHT (Average Handling Time)
- Quick learner with the ability to pivot and adapt to new software and tools efficiently
What the job involves
- Our Senior Customer Experience Associate is a key role on our CX Team as a front-line representative of Blueland, ensuring we provide a best-in-class experience to our customers
- This team member will problem solve and provide excellent service to those who shop on our website or through third-party partners, as well as potential new customers exploring our products
- This role reports to the CX Lead
- Deliver exceptional customer care with a positive and proactive mindset through various communication channels (messaging, online chat, e-mail, and social media)
- Approach customer interactions with a balance of attention to detail and a sense of urgency, ensuring that you are building a positive customer experience, where the customer’s happiness is always the number one priority
- Consistently maintain professionalism and serve as a front-line representative of the Blueland brand in all customer interactions
- Educate and provide solutions to customer inquiries about our products, including ingredients, usage instructions, and sustainability practices
- Leading role in monitoring and engaging with customers on social media platforms, building community, addressing concerns, and sharing feedback with our team
- Contribute ideas to improve existing processes to consistently exceed customer expectations and create moments of delight
- Identify and escalate emerging customer issues to relevant team members for quick resolution
- Utilize internal systems and tools to provide best-in-class customer solutions
- Handle challenging customer inquiries and escalation with patience and professionalism
- Ability to assist in training of new team members, sharing knowledge, tips, and best practices
- Contribute on various projects outside of the CX inbox, which may include quality assurance, training documentation, refund tracking and updating, platform maintenance, or data entry
- Proactively support the team during high volume periods, by taking on additional work to ensure team success
- Collaborate cross-functionally with different departments and teams to improve the overall customer experience, which may include one-time tasks and ongoing projects
Our take
Blueland is re-imagining conventional household cleaning and personal care products as it answers the call for more sustainable products. Its product eliminates the need for wasteful plastic packaging and obtains an overall lower carbon footprint.
Blueland’s tablet-based refill system was initially focused on household cleansers. It expanded into personal products in early 2022 and has released several new products in both categories since then. The company is B Corporation Certified, Climate Neutral Certified, and has helped divert more than 1 billion single-use plastic bottles from landfills and waterways.
Featured on the US’s Shark Tank, which secured an investment by Kevin O’Leary, the company enjoyed further investment from big names like Prelude Growth Partners, Gwyneth Paltrow, and Justin Timberlake. Blueland has already proven its ability to diversify its product offerings and launch into new markets, a sure sign that the company is well set to continue expanding its global presence and overall market reach.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Feb 2022
$20m
GROWTH EQUITY VC
Oct 2019
$0.3m
ANGEL
Total funding: $20.3m
Company benefits
- Health benefits
- Stock options
- Generous PTO
- Paid holidays
- Paid civic engagement days
- Paid parental leave
- 401k (employee contribution)
- Professional development stipends
- Remote work reimbursements
- Various discounts to like-minded companies
- And More!
Company HQ
Chelsea, New York, NY
Leadership
Sarah Paiji Yoo
(Co-Founder & CEO)Co-Founder & former CEO of Snapette Inc. and Founding Partner of LAUNCH. Worked in Private Equity at Berkshire Partners and Goldman Sachs, and was a Business Analyst at McKinsey & Co.
John A. Mascari
(Co-Founder & President)Co-Founder & former CEO of Bundle Organics. Previous Project Manager at VOX Supply Chain. Was a Mergers & Acquisitions Analyst at both Barclays Capital and Lehman Brothers.
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