Customer Experience Specialist

Overview

We're seeking a Customer Experience Specialist to join our Customer Experience team at our headquarters in Brooklyn, NY. We've built our brand on our unrivaled customer service and personal touch. Our ideal candidate is someone who can represent the Brooklinen brand, problem-solve independently, and use strong judgment in every interaction. This is the perfect gig for someone looking to contribute to a fast-paced startup and get in at the ground level!

This role is based in Brooklyn, NY, and we have a 2 days in/3 days remote schedule.

What you’ll do

• Deliver exceptional customer service through phone, email, live chat, and social media, constantly striving to make things better, faster, and smoother for the customers
• Take a service- and solution-oriented approach to all interactions, using strong judgment to balance being policy-driven with making it right for the customer
• Advocate on behalf of the customer to ensure a consistent and valuable experience for each customer
• Recommend product and process improvements based on customer feedback, using both qualitative stories and quantified data
• Liaise cross-departmentally between Customer Experience, Operations, Marketing, and Product teams
• Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back-office tools for your team

We're looking for someone who brings

• 1-3 years in customer service or a related communications-focused role (at a startup is a major plus, e-commerce is even better)
• Ability to communicate clearly, confidently, and enthusiastically via phone, email, and chat
• Technical ability to work with order management systems, among other platforms that directly affect the customers’ experience
• Strong judgment and service- and solution-oriented approach
• Someone affable and personable, who doesn’t take themselves too seriously!

Compensation & Benefits

At Brooklinen, our goal is to offer a competitive total compensation package which we determine based on specific market data taking into account our company size, stage, industry, and location. The base salary range for this role is between $50,000 - $55,000. 

Beyond base salary, we contribute significantly to offset the cost of health benefits, offer a 401K with a 4% Safe Harbour match, grant a $1K annual wellness bonus, have commuter benefits, and also provide a yearly product allowance. 

We have 14 weeks of 100% paid parental leave for all new parents, year-long Summer Fridays, a workday that starts at 10 am, four weeks of vacation, and a one-month paid sabbatical at your 5th anniversary.

Most importantly of all, our HQ hires receive competitive equity grants. We would be happy to tell you more about this and how to value this part of compensation during our interview process.

Why join us?

• Our team is made up of friendly, funny, welcoming, low-ego, and passionate people -- who also happen to be great at what they do. We all know the people you work with can make or break a job and so we go to great lengths to protect this amazing culture.
• We work hard but are well-rounded and well-rested. Hanging with coworkers is encouraged. So is taking a vacation, getting a great night's sleep (our day starts at 10 am), and getting out of here at a reasonable time (we have year-long summer Fridays that end at 3 pm).
• Care about growth? So do we. We’re growing, so we’ve got tons of exciting growth opportunities for our amazingly talented team. Not the type of place where you wait for your boss to quit before you can get promoted. New projects and business needs pop up every single day, and we always look internally first.
• Hybrid work - our HQ team has 2 days in and 3 days remote schedule.
• And don’t just take our word for it! We’re honored to be recognized by various industry tastemakers for the work we’ve put into our culture and employee engagement, including accolades from LinkedIn Top Startups (in 2020 and 2021!), Inc.’s Best Workplaces and Forbes Best Startup Employers in America.

Everyone is welcome at Brooklinen - we’re passionate about building a team that reflects the diversity of our community and creating an environment where our differences are celebrated. We invite you to take a look at how we’ve done so far and where we know we need to do better.

Brooklinen, home of The Internet’s Favorite Sheets, was founded in 2014 with one goal in mind: We want you to be comfortable.

We believe everyone deserves beautiful home essentials, and our approach to provide these is simple: Create high-quality products using the finest materials – from bedding to towels and everything in between – and offer these products directly to our customers (without the luxury markup!). As we’ve expanded beyond the bedroom, introducing bath goods, accessories, loungewear, our Spaces marketplace and IRL retail stores (with many more opening in 2022 and beyond!), our goal of keeping you comfortable has remained at the forefront.

We take pride in our products and think you will, too: Our sheets, towels and more have received over 100,000 5-star reviews and been recognized by numerous industry tastemakers such as Apartment Therapy, Good Housekeeping, The New York Times’ Wirecutter and many more.

#LI-KR