We’re a growing company. Everything we do, we do to help people grow into the best version of themselves. As the pioneers of hair wellness, we create clinically tested products for hair growth and provide support for people at every step of their hair journey.
Our multi-factorial approach targets key root causes of hair thinning using a patented blend of standardized vitamins, minerals and natural ingredients -- and is recommended by over 7,500 physicians and hair professionals for trusted, reliable results. We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.
Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.
About you:
Be the voice that makes someone’s day better.
At Nutrafol, our customers come to us during a vulnerable, sometimes emotional moment in their lives. How we show up for them, with empathy, expertise and a little creativity, is what sets us apart. We’re looking for a Customer Experience Associate to be that voice: the person who turns a frustrated email into a loyal customer and a potential shipping mishap into a five-star moment.
If you’re a natural problem-solver who thinks on your feet, loves working with people, and wants to support and enhance the Nutrafol customer journey - this is your role!
This position is open to candidates based in the Pacific timezone. Work schedule is: Tuesday-Saturday, 9am-6pm PT.
You will report to the Manager, Customer Experience.
What you’ll do:
- Be the first (and best) voice our customers hear, on the phone, over email, wherever they need you.
- Be the go-to person for tricky questions and escalations; where you will turn tough moments into resolved ones.
- Help customers navigate the Nutrafol website and products with confidence and ease
- Become a true Nutrafol product expert - someone customers trust because you actually know the ins and outs.
- Get creative. No script can cover everything and we want you to find the solution that fits the person in front of you.
- Help shape how the team runs day to day; using your exceptional prioritization skills when tasks and queues start to grow, manage ad-hoc projects as they’re assigned, and always looking for ways to raise the bar for the CX team.
What you bring:
- 1-3 years of experience directly supporting customers - via phone, email or chat, handling everything from routine questions to resolving complaints; at an e-commerce company or fast-moving startup.
- Proficient using tools such as ZenDesk, Salesforce, Microsoft Office and Google Workspace.
- Stellar written and verbal communication skills – you aren’t afraid to hop on the phone, write an email, or send a chat to help a customer.
- A genuinely positive, can-do attitude where you see problems as puzzles, not roadblocks.
- Curiosity about health and wellness science; enough to speak knowledgeably about our products and the “why” behind them.
- You are a self-starter with an entrepreneurial spirit! You’re ready to jump in - no job is too big or too small.
- A real love for people. You light up when you turn someone’s day around.
- Bonus points if you’re bilingual in English/Spanish.
What you can expect in the interview process:
- Talent Acquisition Interview
- CX Manager Interview
- Take-Home Exercise
- Final Interview
- Offer
- Fully remote work experience
- Comprehensive medical, dental, and vision package, including FSA/HSA program
- 401K with employer match
- Quarterly Bonus Program
- Flexible PTO
- Two company-wide wellness breaks every day
- Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
- Monthly wellness stipend
- Monthly internet stipend
- Monthly cell phone stipend
- Annual learning & development stipend
- Free meditation app membership (Headspace)
- Free monthly Nutrafol subscription
- Pet insurance discounts and benefits
California residents may review our CCPA notice here.
Skills Required
- 1-3 years of experience directly supporting customers by phone, email, or chat
- Experience handling routine customer questions and resolving complaints
- Experience at an e-commerce company or fast-moving startup
- Proficiency with Zendesk
- Proficiency with Salesforce
- Proficiency with Microsoft Office
- Proficiency with Google Workspace
- Strong written and verbal communication skills
- Curiosity about health and wellness science
- Positive, problem-solving, self-starting, and entrepreneurial attitude
- Bilingual English and Spanish
Nutrafol Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nutrafol and has not been reviewed or approved by Nutrafol.
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Affordable Benefits — Feedback suggests medical, dental, and vision coverage come with low employee premiums, enhancing overall value. Health benefits appear to be a notable strength within the package.
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Retirement Support — Feedback suggests a matching 401(k) program strengthens long-term financial security. The presence of an employer match indicates meaningful investment in retirement benefits.
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Strong & Reliable Incentives — Feedback suggests a quarterly bonus program provides clear opportunities for additional earnings. Incentive structures appear to bolster total compensation beyond base pay.
Nutrafol Insights
What We Do
Life happens—and it takes a toll on your hair. Nutrafol is on a mission to prove that natural is not the alternative, it’s the future of hair health. Our co-founders, and many of our current team members, experienced hair thinning and saw an opportunity to grow. Nutrafol couldn’t be just another untested alternative to hair drugs. We had to innovate beyond both hair vitamins and prescriptions. Our team of scientists and doctors take a scientifically rigorous approach to hair wellness research and the use of potent natural ingredients in clinically tested formulas. We believe that when you take charge of your health and your hair growth, you also grow in other ways: in confidence, inner strength, and in feeling more empowered to help others around you grow too. Come grow with us. We’re a growing company. Everything we do, we do to help people grow into the best version of themselves. As the pioneers of hair wellness, we create natural, clinically effective solutions for hair growth and provide support for people at every step of their hair journey. Our multi-factorial approach targets the root causes of hair thinning using a patented blend of medical-grade botanicals -- and is recommended by over 3,000 physicians and hair professionals for trusted, reliable results. We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation. Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.
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