Customer Experience Associate I

Job description

**Company Overview** Nestig is a direct-to-consumer brand with a mission to create the most delightful place to shop for children’s spaces. Our brand is synonymous with quality, care, and trust, offering customers a seamless shopping experience and exceptional products for their little ones. As one of the fastest-growing consumer brands since 2021, Customer Experience (CX) is essential to our culture, and we believe this is a key part of what sets us apart from the competition. We strive to offer above-and-beyond support to customers as they are thinking about buying our products and after they have made their purchase. **Department Overview** As a key member of the CX team, you will report directly to the *Manager, Customer Experience* and collaborate closely with management, operations, and product teams. Your role will be essential in enhancing our customers’ experience at every touchpoint, ensuring they feel heard, understood, and valued. You’ll help us deliver world-class support while continuously refining our processes to scale and improve our customer interactions ***This full-time position will be based out of our NYC office, with no flexibility for remote full-time.*** ### What You'll Do - **Own the end-to-end process of solving customer issues**, providing sound communication and reassurance via live chat, email, phone, and direct message and collaborating with cross-functional teams to resolve concerns efficiently; - **Demonstrate strong communication skills**, both written and verbal, to ensure clear, empathetic, and effective interactions with customers, while fostering an atmosphere of support and trust; - **Quickly become a product expert** in our categories to answer all customer questions, from wallpaper to car beds, safety testing to assembly; - **Be a fierce advocate for our customers** by pushing for continuous improvement in our products and processes, voicing customer feedback, and suggesting solutions that raise the bar. - **Provide data-driven insights and reporting** to management to help track the evolution of our customer experience and drive improvements; - **Take initiative to improve the customer experience** by regularly analyzing customer feedback, identifying pain points, and proactively finding ways to enhance the customer journey. ### What You’ll Need - 1-2+ years experience in a similar, customer-facing role, ideally within an early-stage, growth-oriented company - Must be able to work onsite in our New York office in Flatiron three (3) days a week [Monday, Wednesday, Thursday] - Excellent communications skills, both verbal and written - A passion for all things CX — you like helping people and problem solving; you’re comfortable talking with folks from all walks of life and have a strong sense of empathy that encourages our customers to seek help and support - Comfort with the ambiguity of changing priorities, and the flexibility to embrace new ideas within a fast-paced environment - Demonstrated ability to autonomously manage multiple assignments at once, while meeting deadlines and analyzing impact - A willingness to roll up your sleeves and wear multiple hats - Self-starter with a can-do, team-oriented attitude and ability to stay calm under pressure - Ability to embody and exercise [Nestig's Core Values](https://nestigbaby.notion.site/Core-Values-32f3217a1fb7425db56df02b85768476) in all facets of the business - Legal authorization to work in the USA ### Why You’ll Love Working Here! - Total Rewards: dive into our [TOTAL REWARDS DECK](https://docs.google.com/presentation/d/1PYzVHFwAFE0M9sSdklfxLBVSrf87SEigaTV45ZJrCKc/edit?usp=sharing) to learn more about Nestig’s benefits and perks - Free medical and vision coverage for you and your loved ones, plus comprehensive dental insurance - Twenty-one (21) days of paid time off (PTO) per year, so you can take your well-earned R&R - 401(k) plan with company match - Flexible Work From Wherever (WFW) Policy — up to five (5) weeks of remote work per year - Monthly wellness, IT, and commuter stipend - WFW stipend, so you are able to create a comfortable working environment at home - Annual education stipend, because we are always learning - Nestig discount, so you can treat you, your family & loved ones! - Paid parental leave of sixteen (16) weeks after six (6) months of employment ### What will this interview process look like? - We believe that interviews should be a two-way street — an opportunity for us to get to know you, and for you to learn about life at Nestig. To help you feel prepared and confident, we’ve outlined each step of this recruitment process [HERE](https://www.notion.so/nestigbaby/Interview-Process-CX-Associate-I-27a3512bd1b0805caf9dcaeb8bcbbc77).