Customer Experience Associate

Thuma

Customer Experience Associate creating a luxurious experience for Thuma customers via various channels. Collaborating with teams to remove obstacles and provide support.

Posted 6/10/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $28 per hourWebsite

About the role

Key responsibilities & impact

Address customer inquiries promptly and accurately within our SLA.
Deliver an unparalleled 6-star customer experience through various channels, such as email, phone, and social media.
Track order statuses, resolve service issues, and coordinate with shipping carriers as needed.
Collaborate with cross-functional teams to find solutions and exceed customer expectations.
Maintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement.
Build brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions.
Meet individual and team goals and metrics weekly.
Report emerging issues or problems to the CX team manager.

Requirements

What you’ll need

1-2 years of previous experience in customer support, retail, hospitality, or a similar service role.
Strong communication skills with an inquisitive nature.
Proficiency in working cross-functionally.
Familiarity with Shopify and Gladly is a plus.
Availability to work occasional holidays.

Benefits

Comp & perks

Comprehensive medical, dental + vision coverage options with generous employer contributions
12 weeks of paid parental leave and company sponsored membership at One Medical
401(k) program with company matching up to 6% of contributions
Employee discount of 40% off all Thuma products
$100 per month cell phone stipend
Complimentary product credit worth up to $2,000 upon starting
Up to $150 per month for commuting to office
Paid Time Off for personal and professional benefits

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

strong communication skillsinquisitive naturecollaborationcustomer experienceproblem-solvingattention to detailcustomer loyaltygoal-oriented