Customer Experience Associate
Nourish
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Spring
About the role
- Provide exceptional customer support across phone, email, and chat, answering questions and resolving customer issues with professionalism and empathy.
- Troubleshoot common technical issues and guide customers through account management, billing, and service usage inquiries.
- Document customer interactions accurately in our systems, ensuring that all cases are tracked and followed up on if necessary.
- Collaborate with cross-functional teams to escalate and resolve more complex issues, especially those requiring input from Engineering or Product teams.
- Identify areas for process improvement, reporting trends in customer issues or feedback, and suggesting enhancements to workflows or systems.
- Maintain a deep understanding of Nourish’s products and services, staying informed of new features or changes, and ensuring that all customer communications reflect up-to-date information.
- Support weekend operations, including one weekend day per week, ensuring our customers always have access to support when they need it.
- Contribute to customer feedback loops by relaying insights to the Product and Marketing teams, helping inform product development and customer engagement strategies.
Requirements
- 2+ years of experience in a customer-facing role, ideally in customer support, CX, or customer success.
- You've worked in fast-paced industries like telehealth, healthcare, SaaS, or tech where quick thinking and adaptability are key.
- You have strong verbal and written communication skills and are comfortable handling phone calls, email, and chat interactions with customers.
- You're a strong problem-solver who can think on your feet and offer creative solutions to customer challenges.
- You're organized and can handle multiple customer interactions at once, making sure no detail is overlooked.
- You're passionate about nutrition or wellness, and you're excited to help others on their health journey through Nourish’s services.
- You are tech-savvy and can quickly become an expert in new systems
- You're open to working one weekend day per week, as we provide customer support on weekends.
- Bonus points if you're multilingual (especially if you speak Spanish) or have experience working in telehealth or nutrition-focused services.