Customer Experience Associate

About You

You are a people person with a knack for troubleshooting and creative problem solving on the fly. Because of constant moving pieces, you are able to easily adapt and embrace change. You are solution oriented and can manage your time well.

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:

• Usage of a plethora of backend systems (knowledge of Whiplash and Netsuite a plus but not a deal breaker!)
• Leave every prospective and current customer feeling valued, and excited to come back to goop.
• Represent the brand while delivering exceptional experiences via email, chat and phone.
• Assist with placement of orders, returns processing, price adjustments, subscription management and more.
• Be a post sale champion ensuring all outreach is handled within SLA and the overall experience is smooth and seamless for the customer.
• 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, expedited shipping requests, faulty product call outs, address corrections, inventory SKU checks and more.

Qualifications & Experience

• Bachelor’s degree or equivalent.
• 1-3 years of providing outstanding customer service in a business to consumer environment (eCommerce, luxury, and beauty experience a plus).
• Superior organizational and communication skills (both written and verbal). A cool, fresh and friendly vibe is what we are looking for!
• Extremely detail oriented.
• Empathetic, and a natural problem solver.
• Self-starter who embraces change.
• Team player willing to help wherever needed.
• Positive attitude with a passion for delighting customers.

FAQ

• Compensation: $25-$26/hour+ Equity. This is a full time, non-exempt role. Please note that this range represents the low and high end of the anticipated base salary range for the Los Angeles, CA based position. Goop, in good faith, reasonably expects to pay the position within this salary range. Goop provides the salary range in compliance with all applicable federal, state and local laws. The actual base salary will depend on numerous factors such as: experience, training, knowledge and skills, and if the location of the job changes.
• 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 work space in Santa Monica   
• Work Philosophy: At goop we believe that creativity, innovation and camaraderie are essential to our business, our culture and our employee’s 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. We are in office Tuesdays and Thursdays, as well as Mondays for those within a 15-mile radius of our Santa Monica office.