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Member Services Specialist

Thrive Market

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Los Angeles, CA, USA · Remote

Posted 6+ months ago

ABOUT THRIVE MARKET

Thrive Market was founded in 2014 with a mission to make healthy living easy and affordable for everyone. As an online, membership-based market, we deliver the highest quality healthy and sustainable products at member-only prices, while matching every paid membership with a free one for someone in need. Every day, we leverage innovative technology and member-first thinking to help our over 1,000,000+ members find better products, support better brands, and build a better world in the process. We recently reached a significant milestone by becoming a Certified B Corporation, making us the largest grocer to earn this coveted qualification.

We are looking for Member Services Specialists to help our members live healthier lives by assisting them with everything from issues with orders and membership cancellation requests to picking out the perfect protein powder, and much more. To succeed in this role, you’ll need a real passion for building community with members and hitting weekly and monthly sales goals. If you believe in our mission and thrive in a creative and fast-paced environment, we would love to hear from you.

Responsibilities

Provide efficient support and service to members via chat, phone, text, and email.
Educate shoppers about the features and benefits of membership that are aligned with their needs so that they maintain their annual membership.
Be a subject matter expert for a growing catalog of products and dietary values we support to offer cross-sell opportunities and improve AOV (average order value).
Collect and communicate customer insights to the rest of the business to help improve Thrive Market’s offerings.

Qualifications

2+ years in a customer facing role preferred
You are passionate about health and wellness
You have excellent written and verbal interpersonal skills
You know your way around Google Apps and have experience with Customer Relationship Management tools

Soft Skills

Phenomenal listener who can recognize cues from customers over the phone and chat
Creative and analytical problem solver
Receptive to performance feedback and quick to put it into action
Ability to self-manage productivity and self-assess performance
Authentic care for the well-being of Thrive Market members

Essential Functions

Answering and responding to customer calls, chats and emails (~7 hours per day)

- Making changes to customers’ accounts and/or orders

-Assisting members with membership questions and encouraging members to maintain their membership

-Troubleshooting and/or helping members navigate through the website or app

-Noting feedback and escalating issues when necessary

Reading updates sent via email and Slack (~30 minutes per day)
Working from a desk and laptop with an attached headset
Attending virtual trainings and team meetings (~1-2 hours a week)

-Primarily informational that require listening to updates

-1:1 meetings and team huddles require participation for each attendee

Taking breaks as scheduled

Compensation & Schedules

Compensation starts at $18 an hour.

We are hiring remote team members for full-time positions for the following schedules:

Monday-Friday

6:30am-3pm PST
7:30am-4pm PST
8am-4:30pm PST

Tuesday-Saturday

6:30am-3pm PST
7:30am-4pm PST
8am-4:30pm PST

Belong To A Better Company

Comprehensive health benefits (medical, dental, vision, life and disability)
Competitive salary (DOE) + equity
401k plan
Subsidized ClassPass Membership with access to fitness classes and wellness and beauty experiences
Free Thrive Market membership with exclusive employee discount
Coverage for Life Coaching & Therapy Sessions on our holistic mental health and well-being platform

We're a community of more than 1 Million + members who are united by a singular belief: It should be easy to find better products, support better brands, make better choices, and build a better world in the process.

At Thrive Market, we believe in building a diverse, inclusive, and authentic culture. If you are excited about this role along with our mission and values, we encourage you to apply.

Thrive Market is an EOE/Veterans/Disabled/LGBTQ employer

At Thrive Market, our goal is to be a diverse and inclusive workplace that is representative, at all job levels, of the members we serve and the communities we operate in. We’re proud to be an inclusive company and an Equal Opportunity Employer and we prohibit discrimination and harassment of any kind. We believe that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. If you’re thinking about joining our team, we expect that you would agree!

If you need assistance or accommodation due to a disability, please email us at eoe@thrivemarket.com and we’ll be happy to assist you.

Ensure your Thrive Market job offer is legitimate and don't fall victim to fraud. Thrive Market never seeks payment from job applicants. Thrive Market recruiters will only reach out to applicants from an @thrivemarket.com email address. For added security, where possible, apply through our company website at www.thrivemarket.com.