Customer Experience Associate

Customer Experience Associate

About Mother Dirt: Mother Dirt creates biome-friendly products for the skin that challenge us to reconsider what it means to be clean and healthy. Our product line features the AO+ Mist, a first-of-its-kind product containing live Ammonia-Oxidizing Bacteria (AOB), as well as a cleanser for the face/body, shampoo, and moisturizer, all designed to be compatible with the microbiome of the skin. Together, the line was created to help restore and maintain the delicate balance of the skin biome. All purchases support the research of our clinical division, AOBiome, focusing on inflammatory skin diseases like acne and eczema. AOBiome's first study put us on the map with the New York Times article "My No Soap, No Shampoo, Bacteria Rich Hygiene Experiment." Other highlights include building the brand that became Mother Dirt and launching it in July 2015. We are also developing biome-friendly products to support our hero AO+ Mist. Part-time Customer Care Associate: We’re looking to grow our small and spirited team with people who love to write, problem solve, and give our customers the best experience possible. We pride ourselves on empowering our Customer Care Associates to make the necessary decisions to ensure that Mother Dirt’s customer support is first class.

Role & Responsibilities: Make people happy by providing first class assistance to Mother Dirt customers, retail partners, and prospective shoppers with order-related and product-use questions via phone, email, and text When the customer is wrong, you enjoy shouldering some responsibility for their mistake and the challenge of educating, impressing, and even surprising them with exceptional service Possess writing skills that are personable yet professional, and you’re a clear communicator who doesn’t shy away from asking as many questions as it takes to fully understand something You’ll learn Zendesk (a leading customer support tool) and flow freely within it to address, solve, and track customer support requests And you’ll do the same with Amazon Seller (the Amazon merchant account dashboard) You’ll put yourself in the customer’s shoes while solving their problems and addressing any unsatisfactory experiences they may have had Be a proud member of the Dirt Squad, and get excited about spreading the word of what we’re doing You are: Someone who enjoys a work environment that balances working hard with laughing hard Patient, polite, professional, and organized self-starter with high attention to detail Excited about working for a startup, which means: Working with a small team, in an open-office environment Often changing course as priorities shift in real time with new inbound issues arriving Taking on responsibilities outside of the job description (when necessary) Bonus if you have: Customer support experience in a high-volume environment Brick-and-mortar retail experience Experience writing in a professional capacity Mad bowling skills, and a love for the occasional office outing Work-from-home schedule and technical requirements (This is NOT a full-time work from home position, but some hours working from home may be required.): Work time will be on a fixed part-time schedule ***with shifts totaling ~24 hours/week*** Weekend shifts may be required Holiday shifts (including Black Friday, Thanksgiving weekend and Cyber Monday) are required (vacation will be compensated) You must have access to high-speed internet at home INTERESTED CANDIDATES SHOULD SUBMIT RESUME & COVER LETTER TO [email protected]
One Broadway
Cambridge, MA 02142
AOBiome