Customer Experience Associate

Marina Del Rey, CA, United States

Why We Exist and What We Do :

At Dr. Squatch (www.drsquatch.com), we're raising the bar on men's personal care with our line of natural, high-performance products. We're on a high-growth, fast-moving ride, continually introducing new product categories, launching into retailers nationwide, and growing internationally. We have been recognized and certified by Great Place to Work® multiple times, and we achieved status as a certified B Corp in 2023. We are looking for passionate, talented people who want to join us in our mission to inspire and educate men to be happier and healthier!

About the Role:

The Customer Experience Associate will be an integral member of a highly cross-functional team at Dr. Squatch. They will be a key component in resolving day-to-day customer service issues, working directly with our outsourced vendor partners, and assisting on projects building important feedback loops communicated to the broader organization. These projects include a wide array of customer experience enhancements from AI and tech enhancements to customer feedback loops and product quality.

A successful CX Operations Associate will be analytical, tactical, and focused on positive outcomes for Dr. Squatch customers at both the micro and macro level. Although this role deals primarily with day-to-day CX challenges, there will be exposure to various aspects of the business and you will have an opportunity to make an immediate impact communicating with various teams such as product, fulfillment, and marketing.

This role will report to the CX Manager. This is a full-time role with a hybrid work schedule based in Marina Del Rey, CA.

The anticipated base compensation range for this role will be $70,000 to $80,000. Compensation will be commensurate with the candidate's experience and local market rates.

While the criteria below are helpful to have, the ideal candidate can be anyone of any background; we encourage you to apply if you are willing to learn and have a customer-centric approach to business!

What You'll Do:

Escalate reoccurring issues to the appropriate internal departments, assisting in their resolution and documentation in CX Team reports.

Tackle day-to-day escalations with our outsourced vendor customer service partner, collaborating cross-functionally on a solution as needed.

Collaborate regularly with our outsourced customer service vendor to ensure positive outcomes for our customer base and adherence to their KPIs.

Document processes by creating SOPs based on emerging procedures and ensuring older processes are up-to-date with cross-functional needs.

Focus on continuous improvement and revenue growth opportunities within CX through ideating on a variety of complex and engaging projects centered around customer experience enhancements.

Gain expertise on products, product launches, and frequently asked questions around new or proposed product categories.

Assist in developing, evaluating and reporting on key performance metrics to senior leadership.

Take ownership of support visibility efforts within the organization by being our vendor's biggest hype-person and accountability partner, recognizing and rewarding the team within budget.

What We're Looking For:

Bachelor's degree.

Experience in a high-volume customer service or support environment.

Strong empathy for customers and a passion for providing the best outcomes for both the business and our customers.

Ability to work effectively with multiple stakeholders of different levels across an organization.

Analytical and able to work with large datasets to identify drivers, proactive remedies, and suggest improvements to business processes based off of your analysis.

Has experience in a customer-facing role and developing customer communications.

Familiarity with eCommerce CX Metrics or equivalent business SLAs.

Someone who gets things done without perfect resources, is innovative, and works with a sense of urgency while staying organized.

Bonus Points If You Have:

Experience working with eCommerce and CRM platforms such as Shopify, Gorgias, Recharge, and so on.

Experience working in the consumer products industry.

Experience working in a supervisory role with large, structured teams of 30+ individuals or with high-traffic service teams.

#LI-TC1 #LI-HYBRID #LI-FULLTIME

Who We Are:

Our core values come naturally and make us a better, more whole, and unique team. We are Bold & Innovative - we are creative, rethink how things are done, and find a way. We Play to Win - we have high standards, we encourage ownership of work, we are scrappy, we act with urgency, and we invest in the outcome of our work. We are Team Squatch - we are humble, help others outside our own wheelhouse, stay positive, have fun, and have approachable and transparent leadership.

We offer a competitive salary in a growth-focused & collaborative team environment. Benefits include medical, dental, vision, 401k with Squatch match, and PTO. We also have great perks like healthy snacks, frequent company events, and of course, free products!

Diversity, Equity & Inclusion @ Squatch:

We firmly believe that Team Squatch is a place for everyone and we're proud to be an equal opportunity employer who is committed to inclusion and diversity. We do not discriminate based on any characteristic protected by federal or state law. We embrace differences and are building a company and culture that is represented by a variety of backgrounds, perspectives, life experiences, and skills.

For Applicants with Disabilities. Reasonable accommodation will be made so that qualified applicants with disabilities may participate in the application process. If you need any accommodations during the hiring process, please let us know when you submit your application and we'll do our very best to adjust as needed.

For Information regarding Data Privacy , please review https://www.drsquatch.com/pages/privacy-policy.

Unsolicited Resume Policy. Dr. Squatch ("DRSQ") employs an internal Talent Acquisition department. Exceptionally, DRSQ may choose to supplement that internal team with support from temporary staffing agencies, placement services, and/or recruiting agencies ("Agency"). Agencies are hereby specifically directed NOT to contact DRSQ employees directly in an attempt to present candidates. DRSQ's Talent Acquisition team is responsible for all candidate presentations to our hiring managers.

To protect the interests of all parties, Dr. Squatch will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to DRSQ, including unsolicited resumes sent to a DRSQ email address or mailing address, directly to DRSQ employees, or to DRSQ's resume database will be considered property of Dr. Squatch.

DRSQ will not pay a placement, service or other fee for any placement resulting from the receipt of an unsolicited resumeThis also includes partial resumes, LinkedIn profiles, general candidate profiles, and/or candidate details or information. DRSQ will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

DRSQ's Talent Acquisition team must provide advance written approval to an Agency to submit resumes and/or profiles for a specific job-opening, and the approval must be in conjunction with a valid fully executed staffing, placement or other service agreement. DRSQ will not pay a fee to any Agency that does not have a fully executed agreement in place prior to submission, receipt and placement of candidates.