The Role
Provide exceptional customer support via email, phone, and social channels; track orders, resolve service issues, coordinate with carriers, maintain accurate records, flag trends, collaborate cross-functionally, meet team metrics, and support CX team initiatives while working Pacific Time business hours including weekends.
Summary Generated by Built In
The Thuma team is looking for a Customer Experience Associate to join our effective, lean, quickly growing team. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn.
As a Customer Experience Associate, you'll deliver exceptional 6-star service to our customers, creating a luxurious and seamless experience. You'll remove obstacles, provide support, and make empowered decisions to "do the right thing." This role is perfect for a polished individual passionate about service, design, and bedroom furnishings.
Thuma’s Headquarters is based in the historic Presidio neighborhood of San Francisco. This role is flexible and can be based in San Francisco or remote. This role is based in the Pacific Time zone. Candidates must be available to work standard PT business hours. The schedule for this position is Saturday through Wednesday or Wednesday through Sunday. Applicants must be able to work weekends.
In recognition of the personal and professional benefits that team members gain from time spent together in person, we organize a range of events throughout each year designed to bring our entire team together!
Key Responsibilities
- Address customer inquiries promptly and accurately within our SLA.
- Deliver an unparalleled 6-star customer experience through our various channels, such as email, phone, and social media.
- Track order statuses, resolve service issues, and coordinate with shipping carrier companies as needed.
- Collaborate with cross-functional teams to find solutions and exceed customer expectations.
- Maintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement.
- Build brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions.
- Meet individual and team goals and metrics weekly.
- Be present and communicative on Slack and email.
- Report emerging issues or problems to the CX team manager.
- Perform other related duties as assigned by the management team.
This Might Describe You
- Availability to work occasional holidays.
- 1-2 years of previous experience in customer support, retail, hospitality, or a similar service role.
- Strong communication skills with an inquisitive nature.
- Proficiency in working cross-functionally.
- Familiarity with Shopify and Gladly is a plus.
Why Join Us
- 401(k): Participation in our 401(k) program with company matching up to 6% of your contributions.
- Benefits*: Comprehensive medical, dental, and vision coverage with generous employer contributions, 100% paid parental leave, and company-sponsored One Medical and WellHub memberships.
- Equity: Participation in employee stock option plan.
- Paid Time Off: We operate with a high-performance mindset and we believe healthy, happy, relaxed people do better work.
- Time to Recharge: teams receive select paid holidays, including key company closure days, along with holiday pay when working on designated holidays.
- Employee Discount**: 40% off almost all Thuma products.
- Cell Phone Stipend: $100 per month to support work-related phone use.
- Commute Reimbursement: Up to $150 per month for commuting to our office.
- Room Upgrade: A complimentary product credit upon joining, valued at up to $3,000.
** Some exclusions may apply
* Eligibility for compensation, benefits, and perks may vary based on employment status (e.g., full-time, part-time, temporary), work schedule, and applicable holiday policies, and are subject to the terms of the relevant plans and company guidelines.
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.
Skills Required
- Availability to work Pacific Time business hours and scheduled weekend shifts (Saturday-Wednesday or Wednesday-Sunday)
- 1-2 years prior experience in customer support, retail, hospitality, or similar service role
- Strong written and verbal communication skills
- Proficiency working cross-functionally and collaborating with other teams
- Be present and communicative on Slack and email during work hours
- Familiarity with Shopify
- Familiarity with Gladly
- Ability to work occasional holidays and participate in in-person company events as scheduled
Am I A Good Fit?
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The Company
What We Do
We make lifestyle-enhancing pieces for the bedroom. Learn more at thuma.co.
