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Customer Experience Representative

UR Labs

Customer Experience Representative

Los Angeles, CA
Full Time
Paid
  • Responsibilities

    Job Description

     

    THE COMPANY

     

    Uplifting Results Labs (UR Labs) is an emerging consumer health and wellness company developing scientifically substantiated and enjoyable nutrition products to target prevalent health conditions. The company’s mission is to increase hope, health, and happiness through the science of the gut microbiome. UR Labs’ first consumer brand is MUNIQ, a digitally native direct-to-consumer business with an emphasis on subscription.  Muniq’s first line of products is balanced nutritional shakes — based on prebiotic fiber — that are specifically targeted to people looking to regain control over their health, with a focus on gut health and blood-sugar control. As a Black-owned business, we aspire to help address the glaring health disparities which disproportionately affect multicultural communities. 

     

    UR Labs was founded by Marc Washington, who began his career at McKinsey & Co and rose to become the Chief Financial Officer of The Wonderful Company ($4B owner of FIJI Water, POM Wonderful, Teleflora, JUSTIN Wines, Wonderful Pistachios, etc). Thereafter, Marc was the President/COO of Beachbody, a $1+B nutrition & fitness company with products incl. Shakeology health shake, P90X, and “Beachbody-on-Demand” digital platform. He led Beachbody through explosive growth during his tenure including growing the nutrition business by 5X.  

     

    UR Labs is backed by The Production Board (TPB), a leading incubator and venture firm in the food, technology, and health ecosystem. TPB was founded by David Friedberg, who earlier in his career founded The Climate Corp, an ag-tech company which he sold to Monsanto for $1.1B in 2013, the largest ag-tech exit to-date. TPB was an early investor in Soylent, the $100M+ food technology company, and the most successful natively digital direct-to-consumer brand within the food & beverage ecosystem. As an incubator, TPB conducts primary scientific and commercial research and provides turn-key operational support for entrepreneurs.

    THE ROLE

     

    This is an incredible opportunity for the right Customer Experience professional to work with industry leaders in an early-stage health and wellness company.  In this role, you will be in direct contact with the UR Labs customer, supporting them and creating brand advocates.  We believe the experience of our customer is the number one priority and you will be instrumental in ensuring a world-class experience.  This role requires an individual with a mindset that goes beyond simply servicing a customer.  You should have a firm understanding of the difference between service and experience and your passion for interacting with customers should be tied to supporting them through their entire journey with UR Labs

     

    ESSENTIAL DUTIES

    • Handle customer support inquiries via email, chat, SMS, and phones
    • Comfortable multitasking including handling multiple chats and tickets at once
    • Build relationships and rapport with customers
    • Manage customer orders and order changes
    • Process customer returns and exchanges
    • Maintain world-class SLAs such as response time and CSAT
    • Update tickets and inquiries with appropriate tags and contact details
    • Execute on opportunities to surprise and delight customers
    • Provide customer support via UR Labs social media community
    • Learn the UR Labs product offering and become a product expert

    WHO YOU ARE

    • CUSTOMER DRIVEN:  You are passionate about providing an exceptional customer experience
    • INQUISITIVE:  You constantly ask questions and look for opportunities to challenge the status quo
    • COMMUNICATOR:  You are clear and concise, with an uncanny ability to connect with individuals.  You naturally identify with the brand voice and embody it in all customer interactions
    • ORGANIZED:  In this unique role, you will juggle many responsibilities and initiatives.  Organization and prioritization are critical for success
    • COACHABLE:  You not only have a desire to learn, but you welcome any and all opportunities for coaching and development

    QUALIFICATIONS

    • 2-3 years in an eCommerce, direct-to-consumer, customer experience role
    • Familiarity with customer experience best practices
    • World-class communication skills
    • Experience working with cloud-based CRM’s
    • Thorough understanding of support KPIs such as, response time, handle time, etc.
    • Comfortable working with Google Suite applications (Gmail, docs, sheets, etc)
    • Experience with Microsoft word and excel
    • Ability to work nights and weekends

    NOT REQUIRED, THOUGH NICE TO HAVE

    • Experience with BigCommerce
    • A background in a subscription-based company
    • Health and wellness experience

    AS A FULL-TIME MEMBER OF THE UR LABS TEAM YOU CAN EXPECT

    • Full benefits including health, vision, and dental
    • True opportunities for advancement as we continue to grow
    • Working and learning with some of the best minds in the industry
    • Vacation and paid-time-off
    • Product discounts

    Due to the ongoing impacts of COVID-19, this role will be remote for the near future but will eventually transition into a role based in the Santa Monica/WestSide area.  You should be comfortable working from home for the time being and comfortable with the eventual commute when it is safe to be in an office again.  The screening and recruiting process for this role will also be entirely virtual and you should ensure you have proper access to video chat if you move forward in the process.

     

     

    UR Labs is proud to celebrate diversity and it is at the core of our ethos.  We celebrate individuals and thrive on diversity to benefit our employees, products, and communities.  UR Labs is proud to be an equal employment opportunity employer.