Customer Experience Associate

Company Overview

Nestig is a direct-to-consumer brand with a mission to create the most delightful place to shop for children’s spaces. Our brand is synonymous with quality, innovation, and trust, offering customers a seamless shopping experience and exceptional products for their little ones. As one of the fastest-growing consumer brands since 2021, Customer Experience (CX) is essential to our culture, and we believe this is a key part of what sets us apart from the competition. We strive to offer above-and-beyond support to customers as they are thinking about buying our products and after they have made their purchase. 

Department Overview

As a member of the CX team, you will work closely with management, operations, and product development teams. You will report to the Senior Manager, Customer Experience from the New York office and will be responsible for helping to enhance our customer’s experience before, during and after purchasing. You will be a driving force in creating an exceptional experience for our customers through authentic connection and refining problem-solving processes that scale.

This full-time position will be based out of our NYC office in Flatiron.

What You'll Do:

• Build authentic connections with our customers, answering questions and reassuring them as they make a big decision for their new family member!
• Quickly become an expert in our category and products to answer all customer questions from safety testing to assembly
• Communicate with customers across channels including phone, email, live chat and direct message
• Own the process of solving customer problems from end-to-end, working closely with our operations and product teams to ensure a speedy resolution to any issues
• Be a fierce advocate for our customers, always pushing us to raise our bar
• Provide insights and reporting to management to keep track of the current experience and ensure improvement over time
• Constantly look for ways to improve the customer experience through analyzing problems, diving deep into requests, and pursuing opportunities to add value

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 businessLegal 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
• 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

Nestig is an equal opportunity employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.