Customer Experience Associate

About Nimble Beauty

Nimble utilizes pioneering technology to paint salon-quality nails from the comfort of home. Set to disrupt the $120BN nail care category, Nimble is 8 years in the making and led by a team of engineers, product developers, and nail enthusiasts. 

With 30 granted and 15 pending, the Nimble device and capsules are unique in the market, with a tight product ecosystem operating in a lock-and-key business model.  The Nimble device paints nails of any size and shape using AI and machine learning.  One only needs to rest his / her hand in the compact machine to have precisely painted nails done and dry in minutes.  The device works with proprietary capsules that are filled with vegan, cruelty-free, 13-free, long-lasting polish in classic and trending colors.

Role Description

Nimble is seeking a talented Customer Experience associate to join their growing team.  The company is Series A, VC-funded and poised to change the beauty tech market in 2025.  The candidate’s primary responsibility will be to handle all channels of customer care (email, chat, social DMs) and various other customer support functions within Nimble Beauty.  

The ideal candidate will be an experienced customer support leader who has had hands-on roles in a consumer electronics company, preferably a startup.  You are self-directed, highly motivated, and comfortable with rolling up your sleeves and jumping in.  The Customer Experience associate is a master communicator and brand ambassador - he/she should know the right on-brand words, tone, and tactics to create outstanding customer experiences.   

Reporting to the Senior Manager of CX, you will work closely with our 3rd party operations team (East Coast), our Digital Product Director (NY), and our R&D team (Israel).   

As this role is a critical hire for a just-launching startup, you will have a material impact on organizational structure, culture, and building out a future rockstar team.

What You’ll Do:

•  Be the voice of Nimble Beauty to our customers 
• Be our ultimate brand ambassador to potential and current customers by using the right on-brand words, tone, and tactics to provide effortless support and de-escalate tough situations
• Overdeliver on customer satisfaction and building 1:1 relationships with customers
• Manage inbound contacts - emails, chats, DMs - promptly
• Resolve product problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Going the extra mile to engage customers and build relationships. This looks like jumping on video calls when needed to assist better
• Be the voice of customers to our internal organization via insights and data
• Manage customer service systems and reporting, including ticketing, coding, weekly tracking, and escalation of issues/trends
• Use data and analytics from customer contacts to shape and guide our R&D roadmap
• Translate insights from customers into actionable items that will result in measurable improvements to the overall business 

Who You Are:

• A passionate, service-oriented team player who understands the value and drivers of quality customer service
• An expert operator who’s super organized, knows how to prioritize competing tasks, and thrives in a fast-paced, fluid environment
• A master communicator who is adept at adopting the right tone of voice, excels in simplifying and explaining complex technology to the less savvy, and de-escalates tough situations.  
• You are somewhat of an early adopter yourself - you pay attention to the latest tech innovations, you believe in technology’s ability to improve lives, and you’d love for others to experience the joy technology can bring
• You have a strong desire to improve things and make an impact
• You can get sh*t done and overindex on bias for action, particularly in the beginning when the team is lean
• You’re ambitious and want to grow and stretch yourself

Qualifications

• 2-3 years of hands-on experience in customer service, ideally at a consumer electronics / hardware software company; startup experience is required
• Bonus if you’ve had in-store retail experience and/or experience launching a product
• Must be able to commute to the Williamsburg office - in-person required
• Experience with customer service software (e.g. Shopify, Gorgias)
• Ability to be action- and detail-oriented, organized with the ability to manage own workload to execute within deadlines
• Must have excellent verbal and written communication skills
• Ability to be both hands-on and in the weeds while providing strategic direction
• Ability to multi-task with great time management and organizational skills
• Team player that is a culture-add, with excellent work ethics 
• Experience working with customers in multiple time zones is highly preferred as our customers are in the US and Canada
• 12 pm-9 pm, Thursday through Monday (working from home on Saturday and Sunday), with Tuesdays and Wednesdays off. If this is something you are unable to commit to, please do not apply as it is a business need right now

What You’ll Get:

• Competitive Salary and Stock Options 
• 401k company match that vests after 1 year of employment
• Unlimited PTO policy 
• Comprehensive medical, dental, and vision insurance
• Collaborative, dynamic work environment within a small yet growing early-stage startup - a chance to shape the culture how you want it and unlimited potential for professional growth - with seasoned and successful founders