Customer Experience Specialist

Position Summary:

CX Specialists are responsible for engaging with customers and providing a best-in-class omnichannel experience through email and social media for order management, review platforms, and third-party retail/wholesale channels to support customers through their journey of shopping Love Wellness. CX Specialists must also organize, maintain, and communicate customer feedback and data accordingly to help with product, site, and service developments.

Key Responsibilities: Build unprecedented brand love through education and engagement

Customer Support

• Oversee customer outreach via email and social channels and answer customer inquiries in regards to order, product, delivery, return, quality assurance, and brand questions
• Perform within the department’s set KPIs for delivering excellent customer service, including but not limited to first response time of inquiries, customer satisfaction survey scores, etc.
• Organize and communicate customer feedback cross-functionally as needed
• Organize and input data in regards to returns, QA, and fulfillment on a weekly basis

Platform Management Support

• Oversee customer communication via third-party retail sites including Amazon, Ulta, and Target
• Oversee and answer weekly chargeback notifications within our online store and payment processing platforms
• Support Digital Team with site updates based on customer feedback and recurring pain points
• Support CX Team with tasks as needed in regard to Reviews, Referrals, Rewards, Subscriptions, Helpdesk, Ops/Order management, and other CX platform maintenance

Other

• Support CX team and work cross functionally with other departments as needed
• Support Social/PR/Influencer outreach to promote brand love as needed
• Support E-comm order fulfillment by reporting and recording SKU discrepancies, order processing issues, and interruptions to order syncing between Shopify and 3PL
• Support Marketing and Community teams to execute promotions, collaborations, customer communication, etc.
• Develop and share new ideas and processes in regards to current platforms depending on customer needs and experiences

MINIMUM QUALIFICATIONS & EXPERIENCE

• Must be based in the NYC area
• 0-2 years of relevant experience (CX, Retail)
• Organized, solution-oriented, proactive problem-solver

ABOUT LOVE WELLNESS

Love Wellness is the leading female-first wellness company focused on total body care that sets the new standard for women's health. Established in 2016 after years of dealing with chronic health issues herself, Lauren Bosworth, Founder and CEO, is committed to creating a more open and honest self-care culture for women. Driven by community, Love Wellness is designed to help women feel informed, empowered, and ready to take full control of their health. Love Wellness offers clean, body-positive products that range from fiber supplements, probiotics and digestive enzymes that optimize gut health, to personal cleansers, suppositories and lubricants, and multivitamins that are made with women's unique biology in mind.

The Love Wellness team is based in New York City and currently using a hybrid schedule, working from home and in-office.

We are an Equal Employment Opportunity ("EEO") Employer. It has been and will continue to be a fundamental policy of Love Wellness not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.