Customer Experience Associate

at  Dr Squatch

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!

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!

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.