Customer Experience Associate (East Coast)

Nutrafol; United States; Remote; USD 50,000 - 55,000; Full time

Job summary

Join Nutrafol as a Customer Experience Associate and play a critical role in enhancing customer interactions. You will be responsible for providing empathetic support, resolving inquiries, and contributing to team efficiency in a remote setting. This position offers competitive pay and an array of benefits, including a flexible work schedule and wellness programs.

Benefits

Comprehensive medical, dental, and vision package

401K with employer match

Flexible PTO

Quarterly Bonus Program

Monthly wellness stipend

Free Nutrafol subscription

Pet insurance

Qualifications

• 1-3 years in customer experience, e-commerce preferred.
• Proficient in various customer service platforms.
• Stellar written and verbal communication skills.

Responsibilities

• Answer customer calls and reply to emails in a fast-paced environment.
• Resolve high-priority customer escalations.
• Assist customers with navigating the Nutrafol website.

Skills

Communication

Problem Solving

Empathy

Tools

ZenDesk

Salesforce

Microsoft Office

Google Workspace

Job description

Customer Experience Associate (East Coast)

Remote (United States)

#KeepGrowing with Nutrafol

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

We are seeking a remote Customer Experience Associate to join our rapidly growing team to provide a high-level and empathetic customer experience at Nutrafol! In this role, you will play an active role in enhancing the overall customer experience, and team efficiency. This is an excellent opportunity if you are a creative problem solver, team player, and critical thinker.

*This role is open to candidates based in Eastern/Central time zones. Work schedule will be: 9am-6pm EST, with at least 1 weekend day of availability: Sunday-Thursday schedule

Responsibilities

• Answer customer calls (4-5 hour per day), and reply to email inquiries in a fast-paced environment.
• Act as a point of escalation for complex customer and process issues.
• Resolve high-priority customer escalation.
• Assist customers with navigating the Nutrafol website.
• Become an expert on our product.
• Think quickly on your feet to customize creative solutions.
• Prioritize daily tasks and direct assignments to aid in maximizing efficiency.
• Manage Ad-hoc projects as needed.
• Take on additional responsibilities and training to improve overall customer experiences.

Requirements

• 1-3 years in a customer experience-related role; e-commerce or startup preferred.
• Proficient using platforms such as ZenDesk, Salesforce, Microsoft Office and Google Workspace products.
• 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.
• Demonstrated positive approach toward customers.
• You have a passion for understanding problems and are solution-oriented.
• You have a head for science as it pertains to health and wellness.
• You are a self-starter with an entrepreneurial spirit! You’re ready to jump in – no job is too big or too small.
• You’re a people person and you truly enjoy making someone smile.

Nutrafol takes into consideration a wide range of factors in final compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.

Salary Range:

$50,000 - $55,000 USD

• Fully remote work experience
• Comprehensive medical, dental, and vision package, including FSA 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
• Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
• Free meditation app membership (Headspace)
• Free Nutrafol subscription
• Pet insurance and benefit programs

California residents may review our CCPA notice here .

Create a Job Alert

Interested in building your career at Nutrafol? Get future opportunities sent straight to your email.

Apply for this job

indicates a required field

First Name *

Last Name *

Email *

Phone

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Have you been, at any time, employed by Unilever or any of its subsidiaries? * Select...

Candidates who have previously been employed at aUnilever-owned company are still eligible for employment with Nutrafol, and we invite you to apply.

If you are a current employee at a Unilever-owned company , as part of the process, we ask that you consult with your HR partner regarding your interest in a role at Nutrafol before, or at the point of applying. They will be sure to notify our team of your application.

Are you based in the US? * Select...

Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)? * Select...

What timezone are you based in? * Select...

Are you able to work the specified schedule? * Select...

Are you able to spend at least 50% of your shift taking phone calls from customers? * Select...

Do you have at least 2 years of experience working remotely in a Customer Service Experience role? * Select...

In your next role, are you comfortable with an Individual Contributor role? * Select...

What's one word your colleagues or manager would use to describe you? *

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Nutrafol’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.