Customer Experience Associate I

What You'll Do

• Own the end-to-end process of solving customer issues, providing sound communication and reassurance via live chat, email, phone, and direct message and collaborating with cross-functional teams to resolve concerns efficiently;
• Demonstrate strong communication skills, both written and verbal, to ensure clear, empathetic, and effective interactions with customers, while fostering an atmosphere of support and trust;
• Quickly become a product expert in our categories to answer all customer questions, from wallpaper to car beds, safety testing to assembly;
• Be a fierce advocate for our customers by pushing for continuous improvement in our products and processes, voicing customer feedback, and suggesting solutions that raise the bar. 
• Provide data-driven insights and reporting to management to help track the evolution of our customer experience and drive improvements;
• Take initiative to improve the customer experience by regularly analyzing customer feedback, identifying pain points, and proactively finding ways to enhance the customer journey.

What You’ll Need

• 1-2+ years experience in a similar, customer-facing role, ideally within an early-stage, growth-oriented company
• Must be able to work onsite in our New York office in Flatiron three (3) days a week [Monday, Wednesday, Thursday]
• Excellent communications skills, both verbal and written
• A passion for all things CX — you like helping people and problem solving; you’re comfortable talking with folks from all walks of life and have a strong sense of empathy that encourages our customers to seek help and support
• Comfort with the ambiguity of changing priorities, and the flexibility to embrace new ideas within a fast-paced environment  
• Demonstrated ability to autonomously manage multiple assignments at once, while meeting deadlines and analyzing impact
• A willingness to roll up your sleeves and wear multiple hats
• Self-starter with a can-do, team-oriented attitude and ability to stay calm under pressure
• Ability to embody and exercise Nestig's Core Values in all facets of the business
• Legal authorization to work in the USA

Why You’ll Love Working Here!

• Comprehensive benefits, including medical, dental, and vision insurance for you and your loved ones 
• Twenty-one (21) days of paid time off (PTO) per year, so you can take your well-earned R&R
• 401(k) plan with company match
• Flexible Work From Wherever (WFW) Policy — up to five (5) weeks of remote work per year
• Monthly wellness, IT, and commuter stipend
• WFW stipend, so you are able to create a comfortable working environment at home
• Annual education stipend, because we are always learning
• Nestig discount, so you can treat you, your family & loved ones!
• Paid parental leave of sixteen (16) weeks after six (6) months of employment