Job description

We have an opening for a Sr. Customer Success Associate for Equelle!

Who we are:

Here at Equelle, we’re on a mission to change the conversation about how women 40+ should thrive. Every woman’s estrogen levels naturally decline with age, leading to the different stages of menopause, yet society still often treats this natural lifestage as a taboo medical condition. At Equelle, we believe women deserve open and honest conversation, high-quality education, and effective products to tackle the symptoms that come with estrogen decline.

Equelle’s novel, plant-based ingredient, S-equol, is an innovative approach to estrogen decline symptom relief. S-equol has been scientifically studied for over 20 years, has been validated in three clinical trials and can provide relief to a range of symptoms like hot flashes, sleep, mood swings and more.

If interested, please follow the application instructions below.

Who you are:

• A proud advocate, you will be the voice of Equelle, interfacing with our customers while remaining, compassionate, responsive, inventive, and effective
• A teacher, you will help customers adopt our products and understand when and how to take Equelle’s products
• Curious, you want to learn about science, about customer needs, and is always looking to learning new things and developing new skills
• An excellent teammate, you are not only focused on detail but can see the “big picture” and provide ideas to elevate the team and our processes
• Outgoing and empathetic, you truly enjoy talking with people and find it easy to relate and empathize
• Dynamic, you’re comfortable (and even thrive) with a diverse, quick-moving workload. You are quick to volunteer to take on something new and enjoy learning new things

A sampling of what you’ll be doing:

• Deliver personalized interactions through inbound customer service requests via email, chat, text and phone each day
• Consistently be on a mission of improving the customer experience through every interaction
• Track and analyze monthly customer metrics and distill the insights to better improve the customer journey
• Collaborate with Customer Retention team member to share customer feedback and validate hypothesis of ways to improve customer experience
• Optimize our CRM platform to allow for more efficiencies in day-to-day workflow
• Monitor and handle customer conversations that require escalation in order to facilitate smooth processes for the team
• Develop SLA targets and work with team members to drive improvements
• Assist with onboarding new team members and guide on best practices
• Participate in our weekly all-team meetings to share customer insights and trends, as well as propose solutions
• Assist in outbound retention marketing (often conducted via text and call)

Required experience:

• 2+ years of relevant experience (customer service or something similar)
• Experience with Shopify required
• Experience with Gorgias and/or Zendesk required

Not sure you check all the boxes when it comes to experience? Apply anyway! Enthusiasm is as important to us as having perfect experience.

How to apply:

We know you’re more than a resume and would love to hear from you as part of your application. Please visit our website to submit your application and answer the following questions through the web form including your resume, attached as a PDF:

• Where did you hear about this opportunity? (I.e. LinkedIn, Indeed, etc)
• What has been your most direct experience related to the customer success associate position? How has that experience equipped you for this role?
• What are you looking for in a working environment?
• Imagine it’s your first day on the job. How would you answer this customer question? “Hi, I am trying to log in to my account to adjust the next renewal date on my subscription, but I am running into an error. Can you help me?

Details:

• Based in San Diego, CA (we have a hybrid work schedule—two days in the office each week, the rest remote)
• Full-time, salaried
• Generous PTO policy (unlimited)
• Health, vision and dental benefits
• Salary range: $65,000 - $78,000 per year

You must be fully vaccinated against COVID-19 to work at Uqora.

Inclusivity at Equelle:

Diversity and inclusion is a priority for us. At Equelle, we’re committed to making our employees and community members feel seen, heard, and valued - while honoring what makes us different. We promise to remain focused on this journey of growth so we can become better advocates for our community, and we’d love for you to join us on that mission!

Please note: We do conduct background checks for all new hires.

Prospective Applicants: Please review our Privacy Policy on the website. https://equelle.com/policies/privacy-policy

Job Type: Full-time

Pay: $65,000.00 - $78,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in San Diego, CA 92103

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