Responsibilities
- Respond to customer questions quickly and accurately within our service level agreement.
- Provide an outstanding six-star customer experience through email, phone, and social media channels.
- Monitor order statuses, address service problems, and liaise with shipping carriers when necessary.
- Work with various teams to develop solutions and surpass customer expectations.
- Keep thorough and precise records of customer interactions, noting patterns to identify improvement areas.
- Foster brand loyalty and increase revenue by staying informed about all products, services, policies, pricing, delivery timelines, and marketing offers.
- Achieve weekly individual and team goals and performance metrics.
- Stay active and communicative on Slack and email during work hours.
- Notify the CX team manager of any new issues or problems that arise.
- Carry out other related tasks as directed by management.
Requirements
- Willingness to work on occasional holidays.
- One to two years of prior experience in customer support, retail, hospitality, or a comparable service role.
- Strong communication abilities and a curious mindset.
- Skill in working effectively across different teams.
Nice to Have
- Experience with Shopify and Gladly is a plus.
Benefits
- 401(k) plan with company matching up to 6% of your contributions.
- Comprehensive medical, dental, and vision insurance with generous employer contributions, fully paid parental leave, and company-sponsored One Medical and WellHub memberships.
- Eligibility for employee stock option plan.
- Paid time off to support a high-performance culture and employee well-being.
- Select paid holidays, including key company closure days, plus holiday pay when working on designated holidays.
- 40% discount on most Thuma products.
- $100 monthly cell phone stipend for work-related usage.
- Up to $150 monthly commute reimbursement for travel to our office.
- Complimentary product credit of up to $3,000 upon joining.
Compensation
Not specified
Work Arrangement
Hybrid — San Francisco, California
Team
Not specified
This Might Describe You
Willingness to work on occasional holidays. One to two years of prior experience in customer support, retail, hospitality, or a comparable service role. Strong communication abilities and a curious mindset. Skill in working effectively across different teams. Experience with Shopify and Gladly is a plus.
Why Join Us
401(k) plan with company matching up to 6% of your contributions. Comprehensive medical, dental, and vision insurance with generous employer contributions, fully paid parental leave, and company-sponsored One Medical and WellHub memberships. Eligibility for employee stock option plan. Paid time off to support a high-performance culture and employee well-being. Select paid holidays, including key company closure days, plus holiday pay when working on designated holidays. 40% discount on most Thuma products. $100 monthly cell phone stipend for work-related usage. Up to $150 monthly commute reimbursement for travel to our office. Complimentary product credit of up to $3,000 upon joining.
Who We Are
Thuma is a bedroom lifestyle brand, offering customers Bed Time essentials and amenities designed to celebrate life’s simple pleasures through thoughtful elevated design, quality craftsmanship, and modern convenience. We recognize that people come with a wealth of knowledge and are talented beyond the scope of a functional role. If this sounds like you, we encourage you to apply even if your experience doesn’t precisely match our job description. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn. Thuma is dedicated to going above and beyond to bring people with diverse perspectives and unique experiences together to do great work. We strive to create a sense of belonging by creating an inclusive culture where everyone can be their authentic self and by treating each and every team member with kindness, equity, and respect, always.
Other
- Schedule: Saturday through Wednesday.
- Applicants must be able to work weekends.
- Willingness to work on occasional holidays.
Not specified
