Overview

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We are looking for an all-star Customer Experience Associate to advocate for the customer, deliver best in class customer service, and represent the brand. As a Customer Experience Associate, you’ll be instrumental in making sure the customer experience is exceptional. Our ideal candidate is detail-oriented, creative problem solver who can stay cool under pressure, loves processes and systems, and has a passion for serving others. As the customer’s main point of contact, you’ll be at the forefront of representing the brand and delivering on its promise. You will work directly for the company’s co-founder and COO.

We are a digitally native, direct to consumer furniture brand that is revolutionizing how home is made. We deliver world-class design, limitless selection, and fashion-forward furniture at the most compelling prices through continuous supply chain innovation and superior customer experience. Our vision is to inspire every home in the world.  We are backed by some of the top venture capitalists in the world, including Forerunner Ventures (Glossier, Outdoor Voices, Bonobos, Dollar Shave), Lerer Hippeau (all birds, Casper, Warby Parker) and Corigin Ventures (Class Pass, Minibar). 

Responsibilities Include:

  • Deliver above-and-beyond customer service over the phone, email and live chat
  • Quickly become an expert in The Inside’s CX software and systems, both to deliver excellent experiences efficiently and to make recommendations about how to improve the back-end
  • Setting KPIs for the CX practice and reporting both on key metrics
  • Identify and surface on-going trends and pain points to recommend solutions for constantly improving the process and experience
  • Anticipate and flag potential issues with UX, inventory or product detail so team can address in advance of CX inquiries; offer insights to inform Product/Dev, Product Development and Creative roadmaps

Qualifications

Ideal Candidate:

  • Entrepreneurial spirit with genuine curiosity to learn key levers for building business  
  • A passion for serving others
  • Excellent strategic problem solver
  • Excellent communicator who can be both empathetic and efficient
  • Highly self-motivated and flexible
  • Ability to prioritize among multiple and changing priorities and allocate time on ROI driven tasks
  • Ability to balance long-term strategic thinking with day to day tactical execution
  • 0-2 years of experience (entry level)