Customer Experience Associate

Key Responsibilities

• Provide exceptional customer support across phone, email, and chat, answering questions and resolving customer issues with professionalism and empathy.
• Troubleshoot common technical issues and guide customers through account management, billing, and service usage inquiries.
• Document customer interactions accurately in our systems, ensuring that all cases are tracked and followed up on if necessary.
• Collaborate with cross-functional teams to escalate and resolve more complex issues, especially those requiring input from Engineering or Product teams.
• Identify areas for process improvement, reporting trends in customer issues or feedback, and suggesting enhancements to workflows or systems.
• Maintain a deep understanding of Nourish’s products and services, staying informed of new features or changes, and ensuring that all customer communications reflect up-to-date information.
• Support weekend operations, including one weekend day per week, ensuring our customers always have access to support when they need it.
• Contribute to customer feedback loops by relaying insights to the Product and Marketing teams, helping inform product development and customer engagement strategies.

Requirements

• 2+ years of experience in a customer-facing role, ideally in customer support, CX, or customer success.
• Experience in fast-paced industries like telehealth, healthcare, SaaS, or tech.
• Strong verbal and written communication skills; comfortable handling phone calls, email, and chat interactions.
• Strong problem-solving skills; able to think on your feet and offer creative solutions.
• Organized and able to handle multiple customer interactions simultaneously.
• Passionate about nutrition or wellness.
• Experience or comfort working cross-functionally with Engineering or Product teams, including identifying, documenting, and escalating technical issues.
• Open to working one weekend day per week.

Nice-to-Haves

• Multilingual (especially Spanish).
• Experience working in telehealth or nutrition-focused services.