Customer Experience Specialist

| Greater NYC Area
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Description

As a CX Specialist at Hydrant, you have the ability to create memorable relationships with our customers. The goal is to deliver timely and seamless experiences that make customers smile. We pride ourselves on experiences that are far superior to most e-comm organizations. Life is stressful enough, hydration routines don’t have to be - our CX team will go out of the way to support our customers.

Our customer experience specialist is customer-facing, communicating through various channels, including phone, live chat, and responding to messages. We always respond as quickly and fully as possible to solve their problems. This is an opportunity to engage our customers and build brand loyalty.

You are the front line and communicate with customers outside of standard business hours to ensure they have a positive experience. With that comes an expert-level knowledge of our products and systems with a curiosity to continually be improving current practices.

You’ll share customer feedback and insights to the CX, Product and Operations Teams to help constantly elevate our customer's experience.

Requirements

  • Evening and weekend availability
  • Strong people skills. You are friendly, empathetic, a good listener, and you’re an advocate for our customers. We strive to personalize our interactions as often as possible.
  • Must have an optimistic nature! This role has the power to create loyal customers from what can sometimes be initially negative experiences.
  • Great oral and written English communicator (you’ll do a lot of internal and external communicating)
  • Possess proactive problem solving skills...customers come frustrated and you have the ability to get ahead of their roadblocks to improve their Hydrant experience
  • A great multi-tasker and an ability to prioritize these tasks...customers come from all directions with questions. It’s important to recognize which demand attention first.
  • Ability to identify and communicate areas and opportunities for improvement throughout the CX team and organization
  • A motivated self-starter, sometimes there’s “down time” in Support, but there’s always something to do to create a better experience
  • (good to have) An understanding of e-commerce and subscription-based services, whether through prior work or your own personal experience
  • Startup experience a major plus

Benefits

Hydrant is an early stage startup with lots of exciting milestones to come. You’ll find a supportive culture of continuous growth and a desire to make products that hydrate more people in more places. Competitive pay + equity, health benefits, including dental & vision (for full-time employees), paid time off, free Hydrant, and the chance to be among the first team members at a high-growth CPG start-up, where skill development and learning opportunities are abundant!

For the right candidate, we will consider remote employment.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • SqlLanguages
    • ShopifyLanguages
    • RechargeLanguages
    • HTML / CSSLanguages
    • MySQLDatabases

Location

Located in TriBeCa, we're surrounded by great coffee shops, a variety of lunch spots, ample MTA access, and beautiful views of the Manhattan skyline.

An Insider's view of Hydrant

What’s the vibe like in the office?

Goofy and productive - we get to business but rarely pass up an opportunity for a laugh. Beyond that, we're supportive - we step outside of our swimming lane to help our co-workers on projects and development where possible.

Melissa

Customer Experience Manager

What projects are you most excited about?

Apart from constantly analyzing and improving our existing processes, I am very excited to explore, plan and implement sustainability into our supply chain. To have a minimal environmental footprint is a necessity today and solving how that applies to Hydrant is very exciting.

Wes

Head of Operations

What makes someone successful on your team?

Our most successful team members are analytical, curious, and always strive to have clear alignment with stakeholders and deliverables while being conscious of deadlines.

Jai

Co-Founder

How do you make yourself accessible to the rest of the team?

We sit in the office as one team, no closed doors! We also have a culture built on 2 way feedback, so I'm getting feedback from the team as much as I'm giving it, often through scheduled one-on-one meetings. At our current team size, it's also pretty easy to come grab me or message me if you want to discuss anything.

John

Co-Founder

What are Hydrant Perks + Benefits

Hydrant Benefits Overview

Competitive pay + equity
Health benefits (including dental & vision)
Paid time off (not unlimited, we believe it leads to a culture of less time off over all, and we like to be well rested as a team)
Free Hydrant at the office
Outrageous skyline views from the office.
A private shower in our office unit for those who bike or run commute.
The chance to be among the first team members at a high-growth CPG start-up, where skill development and learning opportunities are abundant!

Culture
Friends Outside of Work
Eat Lunch Together
Open Door Policy
Group Brainstorming Sessions
Open Office Floor Plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team Workouts
Often we sponsor workout classes around the city and will always invite anyone on the team who would like to take part.
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Paid Holidays
Perks & Discounts
Casual Dress
Happy Hours
Happy hours are hosted On occasion .
Professional Development Benefits
Job Training & Conferences
Lunch and Learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross Functional Training Encouraged
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