Member Experience Coordinator

  • Seed & Roe
  • Los Angeles, CA
  • Jul 31, 2020

Job Description

We’re a human brand serving humans so wow, is this an important hire for us. You are the heartbeat of Seed. The foundation for our community. The catalyst for word-of-mouth, and the steward of incoming emails from partners, practitioners, retailers and job-seekers excited about what we do and how we do it. Every person you interact with will walk away saying ‘whoa, that was an awesome experience—that felt unique and thoughtful’.

This goes beyond creating a world-class customer experience. That’s table stakes. This is about communicating and cultivating a seamless, educational, empowering, and wondrous experience across every customer touchpoint. To do that means constantly asking how else you can serve with Seed’s ethos of citizen science, curiosity, and learning injected into every email you write or phone call you take. You have eight ideas about how to surprise and delight when a customer first mentions their shipment is delayed. You deliver factual, scientific information with the utmost empathy and kindness (which comes from the weeks you spent and daily time you spend asking questions and integrating what you learn into what you do). You rival our most enthusiastic and excited customers with your enthusiasm and excitement.

And you’ll figure out how it scales. How we handle the first 100, 1000, 10,000 customers will set the stage for how we handle the next. This is something we want to be known for and the opportunity to own this, to push the boundaries (with tech, heart, and ways we probably haven’t even thought about yet), is yours.

What you’ll do:

  • Service Seed’s new and existing subscribers across all channels, including email, live chat, phone, and social media
  • Act as the customer champion, maximizing on opportunities to provide personal touches and surprise and delight experiences
  • Serve as the face of our brand, embodying our core values with a relatable, curious, and inviting attitude
  • Exude confidence, knowledge, and empathy when interacting with internal and external partners and customers—when it comes to people’s health and how their bodies feel, you are especially understanding and helpful
  • Liaise with our fulfillment center and logistics partners to ensure timely shipments for our members
  • Serve as the primary point of contact for Seed’s global delivery partner to ensure accurate taxes + duties on international orders
  • Provide voice of the customer feedback to marketing team to improve external communications
  • Become an expert on Seed’s policies, processes, products, and brand
  • Actively pinpoint problems within product and experience to build solutions for them
  • Contribute to strategy and execution for table stakes customer service initiatives, such as CSAT, NPS, loyalty programs, and new service channels

Who you are:

  • 1-3 years experience in Customer Experience or related field
  • A ruthless prioritizer with high emotional intelligence
  • Excellent written, communication, teamwork, and interpersonal skills
  • Organized, proactive, patient, solutions-driven, quick on your feet, and not afraid to roll up your sleeves
  • Deeply thorough and thoughtful
  • Ability to position the customer at the center of every discussion or decision
  • Experience in or knowledge of subscription businesses
  • Flexibility to work agreed upon business hours and be prepared for seasonal busy periods
  • A “cosmos is the limit”, “out of the shipping box” mentality
  • Committed to education and deepening self-learning and understanding of Seed, our products, and the science and knowledge that empowers our health
  • Comfortable with ambiguity and nimble with direction as the company grows to operate at scale; ability to react quickly to new business decisions

Organization type

Company  

Headcount

11-50 employees  

Categories

Food & Agriculture

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