CUSTOMER EXPERIENCE ASSOCIATE 

ABOUT THE ROLE  

We're looking for an empathetic, positive, and enthusiastic individual to connect with our customers – answering questions, and taking orders via phone, email, and facebook. Our goal is to provide a warm and welcoming customer experience for everyone who interacts with us. If you're an excellent communicator who is interested in helping to surprise and delight customers, we'd love to meet you.

A BIT ABOUT US

Founded by a dentist and her sister (a self-confessed lazy flosser), Cocofloss is on a mission to make flossing a fun and rewarding part of everyone's self-care routine. We believe we've created a superior, super-cleansing floss, and we aim to inspire people to floss daily so that they can keep their teeth for life. 

You can find us online at Cocofloss.com as well as in retail stores, including Sephora, Anthropologie, goop Lab, Credo, and Target. We are a bootstrapped company based in the San Francisco Bay Area. Within a few fast-paced years, we've built a multi-million dollar brand, with hopes of expanding the $2.8B oral care space.

WHAT YOU'LL DO

• Serve as the voice of Cocofloss, spending your days on the front lines of our customer experience
• Correspond with customers across phone and email 
• Reach out to customers to ensure customer satisfaction
• Respond thoughtfully to customers across social media 
• Troubleshoot and resolve customer issues with the highest care
• Share customer feedback to continuously improve the Cocofloss experience
• Contribute to a positive, caring, and creative team culture

WHO YOU ARE

• An excellent communicator – you drive thoughtful and effective communication with both internal and external customers
• A resourceful problem-solver – you find thoughtful and impactful solutions to each problem 
• BA/BS
• Empathize with and feel compassion for faceless, (sometimes) frustrated customers online and over the phone
• Love to help others and you're able to let things roll off your back (i.e. you'd keep calm with unhappy customers) 
• A great listener with empathy
• Able to manage conflict with humor; help put customers at ease, and build long-term relationships with customers
• Flexible — you can roll your sleeves with the changing priorities and shifting deadlines of a scrappy startup

We are focused on building a diverse and inclusive workforce. If you're excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply

HOW TO APPLY  

• Please write us a note with responses to the following questions: 
  • Why are you a great fit for Cocofloss? 
  • Imagine you received an email from an upset customer who said, “I just received my order and Cocofloss shreds.” Please write a response.  
  • Please pick one Q&A from our FAQ page and tell us how you think our response could be improved.

BENEFITS

You'll accrue paid-time-off and sick-time, and we have virtual happy hours (cocktails, game nights, digital travel, etc.) once a month. At Cocofloss, we value work-life flexibility and balance, and so we welcome teammates to work from home so long as everyone's putting in their top effort and excellent work is getting done.