Location: New York,NY, USA
Location **Customer Experience Associate**
Company Location New York, New York Other Sales LOLA is looking for a self-motivated, empathetic and resourceful problem solver to help us provide best-in-class customer service for our community. This role is full-time Monday - Friday EST work hours, permanent remote (unless based in Tri-state NYC area). We're seeking someone who has a passion for customer service and is excited to support LOLA's continued growth! As a full-time member of our Customer Experience team, you'll be responsible for answering daily customer inquiries via email, live chat, phone and social channels.
What you'll do:
* Serve as the voice of LOLA by spending your days on the front-lines delivering best-in-class customer service
* Answer customer inquiries via email, phone, and live chat, embodying the LOLA brand in tone and voice in every customer interaction
* Moderate social and review channels to ensure customer complaints are addressed with empathy, timeliness, and transparency
* Flag and troubleshoot customer issues quickly and efficiently to improve the customer experience and customer journey
* Creatively find customer-first solutions to every problem, going above and beyond to create immense customer excitement and loyalty
* Be a trusted advisor to our community, helping people make informed decisions about how to care for their bodies
Who you are:
* Experience in customer service or customer-facing roles
* Experience with customer service tools (e.g. Kustomer, Shopify, Recharge, Netsuite, Jira, Solvvy, a plus)
* Start-up experience a plus
Skills:
* A highly empathetic and effective communicator who understands the customer's perspective and can adapt communication accordingly
* You have excellent interpersonal and communication skills, and are comfortable talking about any health or wellness topic
* You are solution-oriented, know how to read people, and can think creatively to achieve win-win outcomes
* You have a 'no task is too small' attitude, a top-notch work ethic, and are full of energy, grit, and sincerity
* You have a strong interest in e-commerce and support LOLA's mission to be a lifelong brand for reproductive health and wellness
* You love customers and are passionate about delivering exceptional customer service to the LOLA community
Why you'll love LOLA
LOLA is the first lifelong brand for a woman's body. Founded and led by women, we're dedicated to providing an ever-expanding portfolio of trusted products and candid information, so you can make deliberate decisions about your reproductive health. We offer period and sexual wellness products made with premium ingredients like 100% organic cotton. Subscribe to get LOLA delivered on your schedule or choose products la carte. We make it easy to customize your assortment of tampons and pads, too, because you know your body best.
In 2016, we launched LOLA Gives Back, as part of our ongoing commitment to raise awareness about menstrual inequality, and in 2019, launched a national advocacy and legal campaign to eradicate the sales tax on tampons and pads. With help from our nonprofit distribution partners, we've since donated over 5 million period products to low-income, underserved women across the U.S., and become a voice for change in the conversation around reproductive wellness and equity.
At LOLA, we celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veterans status, or disabilities.