Location **Customer Experience Associate**

Company Location New York, New York Other Sales Gainful is changing the way people shop for nutrition products to support their active lifestyle and help them achieve their fitness goals. Launched in 2017, Gainful is backed by some of the world's best venture investors (including Y Combinator, Dorm Room Fund, BrandProject, and Courtside VC). Gainful combines personalization with the highest quality ingredients to make sports nutrition accessible for every body.

Gainful is positioned to become the category leader in personalized nutrition, with personalized protein powder the first of many products. We are excited to find incredible team members to join us on this journey.

**Job Description:**

We are hiring a Customer Experience Associate to join our New York City office. The Customer Experience Associate will be responsible for ensuring that 100% of Gainful's customer inquiries are addressed quickly and effectively (with a bright attitude!)

Customer service is something that we pride ourselves on. You will collaborate closely with our 4-person, bi-coastal CX team.

Most importantly, this role is designed for professional growth. You will be given a great degree of autonomy to make judgment calls on what excellent customer experience means, and how to design our customer experience processes for scale. We expect you to take ownership and do everything in your power to improve how we engage and make our customers happy.

During a time of social distancing, delivering products to our customers and helping them stay healthy is more important than ever. Gainful recently raised a round of funding, and we've set aggressive goals for 2021 and beyond.

**Responsibilities include:**

* Work in Zendesk to respond to customer support requests via email, our phone support line, social media, and live chat

* Work with our marketing team to minimize subscription churn

* Document and keep track of customer issues and feedback

**Required:**

* 2 years email support experience in e-commerce or retail

* Deep empathy and emotional intelligence

* Genuine enthusiasm for helping customers, natural problem-solver

* Excellent written and verbal communication

* Experience with Zendesk

* Social media whiz (Instagram, Facebook, Twitter)

**Preferred:**

* Marketing, Communications, English, or Business Major

* Experience on customer success or direct sales teams

* Experience working at high-growth startups

* Experience working for subscription services

* Personal interest in nutrition, fitness, or health/wellness

**Location:** Remote, with private 24/7 access to our office in Manhattan once social distancing policies allow

**Hours:** Full-time, unlimited PTO

**Pay:** competitive hourly pay equity

**Health Insurance:** Choice between Blue Shield Gold Full PPO 750 or Blue Shield Platinum Full PPO 0.

* Gainful will cover 99% of the monthly cost of the Gold plan, or 85% of Platinum.

* If you opt out of group healthcare coverage, Gainful will add $250/month to your salary as a wellness stipend

**Dental:** Guardian EM Dental 10

**Vision:** CA Beam VSP Choice Plan 2

**Pre-tax benefits**

* Health FSA

* Dependent Care FSA

* Commuter

**Perks:** Unlimited Gainful product & swag

**Visa sponsorship:** Not Available

**Start Date:** ASAP