Customer Experience Associate

About You 

A good fit for this role will be a true people person with a knack for troubleshooting and creative problem-solving on the fly. As a growing company, change is expected so this team member will also need to easily adapt and embrace change. Still interested? Keep reading! 

About The Role 

We are looking for an amazing new Customer Experience Associate to join our small but mighty Customer Experience Team. This is currently a remote/hybrid position. As a member of the team, you will be responsible for providing each of our educated, engaged and valued customers with an extraordinary experience. This will require mastering our backend systems, learning our various proprietary and multi-brand products, and working with departments across the organization to ensure our customers have a wonderful shopping experience from start to finish. 

Key Responsibilities: 

• Leave every prospective and current customer feeling valued and excited to come back to goop 
• Represent the brand while delivering exceptional experiences via phone, email, and chat 
• Assist with placement of orders, returns, and mailing of samples 
• Liaise with our tech team to troubleshoot bugs and test solutions to serve our clients better 
• Work closely with our warehouse team on order fulfillment, returns and cancelations, and faulty product 

Qualifications & Experience 

• Bachelor’s degree or equivalent 
• 2-4 years of providing outstanding customer service in a business to consumer environment (eCommerce, luxury and beauty experience a plus) 
• Superior organizational and communication skills 
• Grammar police 
• Extremely detail-oriented 
• Empathetic and a natural problem solver 
• Self-starter who embraces change 
• Team player willing to help out wherever needed 
• Positive attitude with a passion for delighting customers 

** CANDIDATES MUST SEND A COVER LETTER WHEN APPLYING** 

About goop 

Gwyneth Paltrow launched goop from her kitchen as a homespun weekly newsletter. It’s grown a lot since then; goop is a lifestyle platform encompassing curated products and content about beauty, wellness, fashion, food, and home. Pioneering the contextual commerce platform, goop allows readers to shop with meaning. goop is one of the rare places on the web where food, shopping, and mindfulness collide—where the ever-evolving intent is to make every choice count. We’re all resource-strapped, so goop hopes to surface the very best experiences, recipes, products, and advice.  

With a highly engaged and loyal customer base already in place, the goop platform is rapidly expanding to include branded events, retail stores, pop-ups, a Netflix series, and an ever-growing lineup of goop private label products in addition to multi-branded shopping. The company boasts diverse and rapidly growing revenue streams across ecommerce, ad sales, retail, and experiences.   

FAQ  

• Compensation: Competitive Market Hourly Rate + Equity 
• Benefits: Generous health benefits package, fertility benefits and paid parental leave 
• Perks: “goopcation” paid company summer break, generous goop discounts, special offers with brand partners, access to custom lifestyle resources and events, and a beautiful workspace in Santa Monica 
• Work Philosophy: At goop we believe that creativity, innovation, and camaraderie are essential to our business, our culture, and our employees’ growth and development. With our Hybrid Work Policy, we are committed to promoting collaboration, productivity, and employee well-being by maximizing the benefits of both in-person and remote work. With every aspect of this policy, goop is committed to employee health and safety, and will continue to follow all federal, state, and local requirements 
• Type of Hire: This is a Full-Time Non-Exempt Staff position. Other candidates, consultants, and placement agency candidates will not be considered 
• Job Disclosures: No applicant disclosures related to physical requirements or ADA-related considerations are relevant for this role 
• Application Requirements: All applicants will be reviewed through Greenhouse submission. Direct submissions to the People Operations Team members will not be reviewed separately 
• Candidate Requirements: Applicant must have US work authorization