Member Services Specialist

ABOUT THRIVE MARKET

Thrive Market was founded in 2014 with a mission to make healthy and sustainable living easy and affordable for everyone. As an online, membership-based market, we deliver the highest quality healthy, and sustainable products at member-only prices. Every day, we help our 1.4M+ Members find better products, support better brands, and build a better world in the process. We are a profitable, half-billion-dollar revenue business proving that mission-focused companies can succeed. We are also a Certified B Corporation, recently became a Public Benefit Corporation, and are a Climate Neutral Certified company. Join us as we bring healthy and sustainable living to millions of Americans in the years to come.

THE ROLE 

We are looking for Member Services Specialists to help our members lead healthier lives by addressing their questions, needs, and concerns. This includes assisting with order questions and issues, troubleshooting technical problems, making retention offers, processing membership cancellation requests, website navigation, recommending products for specific diets, and more. To excel in this role, you'll need a strong passion for delivering exceptional customer experiences and helping members get the most out of their Thrive Market membership. If you believe in our mission and thrive in a fast-paced, creative environment, we’d love to hear from you.

Compensation starts at $18 per hour. We are hiring remote team members for full-time positions. We offer shifts from Monday to Friday or Tuesday to Saturday, with start times ranging every 30 minutes from 6:00 AM to 8:30 AM PST. Your specific schedule will be discussed during the interview process. Once your shift is assigned, you can expect to work that schedule for 8 months to 1 year before any potential changes. Onboarding for this role will take 4 weeks and is conducted remotely.

RESPONSIBILITIES AND JOB FUNCTIONS

• Provide excellent customer support via chat, phone, text, and email channels.
• Expect to handle inbound phone calls for 4-6 hours per day, with the remaining time split across other channels.
• Address member questions and concerns, such as shipping inquiries, damaged orders, troubleshooting the website/app, updating account information, handling cancellation requests, and more.
• Educate shoppers on the benefits of Thrive Market membership, highlighting features, perks, and benefits that align with their needs to encourage membership retention.
• Become a subject matter expert on our growing catalog of products and supported dietary values to identify cross-sell opportunities and improve average order value (AOV).
• Collect and record customer insights through our CRM platform, providing valuable data to organizational stakeholders.
• This may involve escalating issues to specific leaders via Slack when necessary.
• Stay informed on department updates by reading Slack communications and attending team meetings and trainings.
• Engage in 1:1 conversations with your team lead to review performance, discuss best practices, and receive guidance on handling specific situations.
• Be comfortable working at a desk with a laptop, keyboard, mouse, monitor, and headset.
• Adhere to your schedule by taking breaks and lunches at designated times

QUALIFICATIONS

• You are passionate about health and wellness and believe in Thrive Market's mission.
• You possess excellent written and verbal communication skills and can engage effectively with members.
• You are comfortable assisting members across all channels for an 8-hour workday.
• You are proficient in Google Apps (Calendar, Mail, etc.) and have experience using Customer Relationship Management (CRM) tools.
• Call center experience is helpful, but not required
• Great listener who can recognize customer cues and provide the appropriate solution.
• Ability to distinguish between minor and major issues and respond accordingly.
• Creative and analytical problem solver who thinks critically to resolve challenges.
• Receptive to feedback and quick to implement suggestions for improvement.
• Strong ability to self-manage productivity and self-assess performance to stay on track.
• Demonstrates genuine care for Thrive Market members and is dedicated to ensuring a positive customer support experience.

BELONG TO A BETTER COMPANY

• Comprehensive health benefits (medical, dental, vision, life and disability)
• Competitive salary (DOE) + equity
• 401k plan
• 9 Observed Holidays
• Paid Time Off
• Subsidized ClassPass Membership with access to fitness classes and wellness and beauty experiences
• Ability to work in our beautiful co-working space at WeWork in Playa Vista and other locations
• Free Thrive Market membership with exclusive employee discount
• Coverage for Life Coaching & Therapy Sessions on our holistic mental health and well-being platform




We're a community of more than 1 Million + members who are united by a singular belief: It should be easy to find better products, support better brands, make better choices, and build a better world in the process.




At Thrive Market, we believe in building a diverse, inclusive, and authentic culture. If you are excited about this role along with our mission and values, we encourage you to apply.




Thrive Market is an EEO/Veterans/Disabled/LGBTQ employer




At Thrive Market, our goal is to be a diverse and inclusive workplace that is representative, at all job levels, of the members we serve and the communities we operate in. We’re proud to be an inclusive company and an Equal Opportunity Employer and we prohibit discrimination and harassment of any kind. We believe that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. If you’re thinking about joining our team, we expect that you would agree!




If you need assistance or accommodation due to a disability, please email us at [email protected] and we’ll be happy to assist you.




Ensure your Thrive Market job offer is legitimate and don't fall victim to fraud. Thrive Market never seeks payment from job applicants. Thrive Market recruiters will only reach out to applicants from an @thrivemarket.com email address. For added security, where possible, apply through our company website at www.thrivemarket.com.




© Thrive Market 2024 All rights reserved.