Customer Experience Associate I

Nestig; New York (NY); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Total rewards deck

Free medical and vision coverage

Dental insurance

21 days PTO

401(k) with company match

Remote work policy up to 5 weeks

Wellness stipend

IT stipend

Commuter stipend

Education stipend

Nestig discount

Parental leave

Job summary

Nestig in NYC's Flatiron district is seeking a Customer Experience professional to own the end-to-end process of solving customer issues through live chat, email, phone, and direct messages. You will become a product expert across wallpaper to car beds and advocate for customers while providing data-driven insights to management.

The role requires 1-2+ years in a customer-facing role, on-site in NYC three days a week, with a passion for CX, empathy, and problem solving in a fast-paced

Qualifications

• 1-2+ years experience in a similar, customer-facing role
• Must be able to work onsite in our New York office in Flatiron three days a week [Mon, Wed, Thu]
• Excellent communications skills, both verbal and written
• A passion for all things CX — you like helping people and problem solving with empathy
• Comfort with changing priorities in a fast-paced environment
• Demonstrated ability to autonomously manage multiple assignments while meeting deadlines
• Willingness to roll up your sleeves and wear multiple hats
• Self-starter with a can-do, team-oriented attitude
• Ability to embody Nestig's Core Values in all facets of the business
• Legal authorization to work in the USA

Responsibilities

• Own the end-to-end process of solving customer issues via live chat, email, phone, and direct message
• Demonstrate strong communication skills to ensure clear, empathetic interactions with customers
• Become a product expert in categories from wallpaper to car beds, safety testing to assembly
• Advocate for customers by voicing feedback and suggesting improvements
• Provide data-driven insights and reporting to management to track CX evolution
• Take initiative to analyze feedback, identify pain points, and improve the customer journey

Skills

Excellent communication skills

Empathy and customer focus

Onsite NYC work

Problem solving

Multi-task management

Self-starter with team attitude

Work under pressure

Job description

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 in Flatiron, 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 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 to learn more about Nestig’s benefits and perks
• Free medical and vision coverage for you and your loved ones, plus comprehensive dental insurance
• Comprehensive benefits, including medical, dental, and vision insurance for you and your loved ones
• 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

Nestig is an equal opportunity employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.