Team: Marketing
Subteam: Customer Experience
Job Type: Contract (2 month duration, November 2024 - January 2025), 40 hours per week
Location: Remote, US (EST preferred)
Hourly Rate: $30 per hour

Please note that while this position is for a seasonal contract role with our company, the individual selected will be employed by EmployBridge, our staffing agency partner, and not directly by Nugget.

OVERVIEW:

Nugget®, a direct-to-consumer kids furniture brand, is looking for a Customer Experience Associate to work with our growing team! This role will represent Nugget’s brand voice and values every day by providing support to our customers (and their Nuggeteers!). At Nugget, our customers are at the center of every decision we make — from product development to marketing to production! In this role, you will gain an understanding of the attitudes, behaviors, needs, and interests of both current and future Nugget customers, and use that knowledge to provide solutions and represent our fun and friendly brand in customer interactions. If you have experience in Customer Support/Success, have exceptional written communication skills, are passionate about problem solving and helping customers, and are described by others as helpful, empathetic, and thoughtful  — we’d love for you to apply!

What is Nugget? We are an industry-leading, fun-loving Play company (est. 2014) that brings homes to life with bold play and big imaginations. We design, develop, manufacture, sell, and ship our part-toy, part-furniture products (The Nugget^Ⓡ - The Original Play Couch™ - and Chunk™ - The World’s First Play Ottoman™) with a team of ~100 Nuggeteers in Butner, North Carolina (just outside of Durham) and Atlanta, GA. And we’re just getting started — in both 2020 and 2021, Inc. Magazine named us the fastest-growing manufacturing company in the United States, and we have new stuff up our sleeves. We’re proud to continue the industrial legacy of North Carolina, and to make kids furniture for growing imaginations.

ABOUT THIS ROLE:

• You’ll embody the Nugget brand and provide a top-notch, personalized experience in daily interactions with customers (completing approximately 40 tickets/day)
• You’ll consistently deliver customer support of the highest quality through written communication via email and chat — exceptional writing and grammar skills are a must! 
• You’ll proactively look for ways to improve each customer’s experience with our brand and products
• You’ll go beyond macros and canned replies, and personalize responses to customers, demonstrating a strong understanding of brand voice, tone, and current policies
• You’ll capture and share unique customer insights and/or trends to provide the Nugget team with feedback that influences & improves our products, policies, and processes
• You’ll interact with our shipping partners (FedEx and USPS) and in-house Manufacturing team to escalate operational / technical issues to ensure timely shipments and provide updates to our customers
• You’ll utilize our project management software (Basecamp) to interact and collaborate with teammates

ABOUT YOU:

• You have 1-2 years of experience working in customer-facing roles, with a preference for email-based customer support
• You have exceptional writing and grammar skills – taking pride in your ability to communicate effectively through approachable AND concise emails, and frequently triple checking your work to make sure nothing has been missed or left out
  • Bonus: You also have experience supporting customers on social media or chat platforms!
• You approach all conversations (fun AND not-so-fun!) with thoughtfulness, empathy, respect, and a healthy sense of humor — you’re not easily discouraged when dealing with unhappy customers
• You are comfortable working within Google Workspace, and maybe even have some experience with project management software
• You are skilled at managing your own time, priorities, and resources to achieve your goals, and can work independently, efficiently, and productively on your own
• You have experience making strong, timely decisions that consider the whole picture, evaluate risk, and demonstrate good judgment when providing responses to or solutions for customers
• You are passionate about working with people and developing strong relationships with customers – gaining insight into customer needs, thinking creatively to solve problems and provide solutions, and proactively looking for ways to improve a customer’s experience
• You are able to maintain a positive attitude and perspective when facing difficult situations, stay calm and confident under pressure, and use challenging encounters as opportunities to grow and develop
• You approach work with a “no job is too small” attitude, and have a curious mind, always willing to learn and grow your imagination