ABOUT THRIVE MARKET
Thrive Market was founded in 2014 with a mission to make healthy living easy and affordable for everyone. As an online, membership-based market, we deliver the highest quality healthy and sustainable products at member-only prices, while matching every paid membership with a free one for someone in need. Every day, we leverage innovative technology and member-first thinking to help our over 1,000,000+ members find better products, support better brands, and build a better world in the process. We recently reached a significant milestone by becoming a Certified B Corporation, making us the largest grocer to earn this coveted qualification.
THE ROLE
We are looking for Member Services Specialists to help our members live a healthier life by assisting them with everything from issues with orders and membership cancellation requests to picking out the perfect protein powder, and much more. To succeed in this role, you’ll need a real passion for building community with members and hitting weekly and monthly sales goals. If you believe in our mission and thrive in a creative and fast-paced environment, we would love to hear from you.
Compensation starts at $18 an hour. We are hiring both remote and Los Angeles based team members for full time positions for the following schedules:
Monday-Friday
8am-4:30pm PST
7:30am-4pm PST
6:30am-3pm PST
6am-2:30pm PST
Tuesday-Saturday
8am-4:30pm PST
7:30am-4pm PST
6am-2:30pm PST
RESPONSIBILITIES
- Provide efficient support and service to members via chat, phone, text, and email.
- Educate shoppers about the features and benefits of membership that are aligned with their needs so that they maintain their annual membership.
- Be a subject matter expert for a growing catalog of products and dietary values we support to offer cross-sell opportunities and improve AOV (average order value).
- Collect and communicate customer insights to the rest of the business to help improve Thrive Market’s offerings.
QUALIFICATIONS
- You are passionate about health and wellness
- You have excellent written and verbal interpersonal skills
- You know your way around Google Apps and have experience with Customer Relationship Management tools
SOFT SKILLS
- Phenomenal listener who can recognize cues from customers over phone and chat
- Creative and analytical problem solver
- Receptive to performance feedback and quick to put it into action
- Ability to self-manage productivity and self-assess performance
- Authentic care for the well-being of Thrive Market members
ESSENTIAL FUNCTIONS
- Answering and responding to customer calls, chats and emails (~7 hours per day)
- Making changes to customers’ accounts and/or orders
- Assisting members with membership questions and encouraging members to maintain their membership
- Troubleshooting and/or helping members navigate through the website or app
- Noting feedback and escalating issues when necessary
- Reading updates sent via email and Slack (~30 minutes per day)
- Working from a desk and laptop with an attached headset
- Attending virtual trainings and team meetings (~1-2 hours a week)
- Primarily informational that require listening to updates
- 1:1 meetings and team huddles require participation for each attendee
- Taking breaks as scheduled
BELONG TO A BETTER COMPANY
- Comprehensive health benefits (medical, dental, vision, life, and disability)
- Competitive pay + equity
- Multiple work schedules available
- Opportunities for advancement. We have programs that will start you on a path and train you along the way
- Coverage for Life Coaching & Therapy Sessions on our holistic mental health and well-being platform
- Free Thrive Market membership and discount on private label products
- Casual atmosphere and great people to work with
We’re a community of more than 1 Million + members who are united by a singular belief: It should be easy to find better products, support better brands, make better choices, and build a better world in the process.
Feeling intimidated or hesitant about applying because you don’t meet every requirement? Studies prove that women and people of color are less likely to apply for jobs if they do not meet every single qualification. At Thrive Market, we believe in building a diverse, inclusive, and authentic culture. If you are excited about this role along with our mission and values, we sincerely encourage you to apply anyway! As the great Los Angeles King Wayne Gretzky said, “You miss 100% of the shots you don’t take.” Take the shot!
Thrive Market is an EOE/Veterans/Disabled/LGBTQ employer
At Thrive Market, our goal is to be a diverse and inclusive workplace that is representative, at all job levels, of the members we serve and the communities we operate in. We’re proud to be an inclusive company and an Equal Opportunity Employer and we prohibit discrimination and harassment of any kind. We believe that diversity and inclusion among our teammates are critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. If you’re thinking about joining our team, we expect that you would agree!
If you need assistance or accommodation due to a disability, please email us at [email protected] and we’ll be happy to assist you.
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