Customer Happiness Projects Specialist
Athletic Greens, United States

Athletic Greens is a 100% remote company. and always has been! For this particular opening, we are looking for somebody who lives anywhere within the United States.

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At Athletic Greens, our purpose is to inspire fulfilling lives, starting with a focus on health. Our core values are: people first, life is an opportunity and no compromises. These values guide us in every decision we make. We look for these values within our own team, but also in anyone who works with us. We’ve spent 10 years researching with the help of doctors, naturopaths, and nutritionists to create the highest efficacy and nutritionally complete supplement on the planet. We never stop learning, growing, and researching. It’s our mission to continue adding value to our products and improving the lives of our customers.

We are looking for a detail-oriented, people obsessed Customer Happiness amp; Project Specialist who will report to our Director of Customer Happiness. With our customer being at the center of everything we do, this critical role will ensure that every escalated customer through social and reviews has a chance to be heard and retained, that all system issues go through a troubleshooting phase before escalated, and that every customer facing process has been quality checked for a seamless customer experience.

This person will help build and maintain key customer happiness functions that will provide the senior leaders with the visibility that they need to make important customer driven decisions throughout the organization.

• Successfully meet company metrics which support customer service, retention and acquisition.
• Work with other cross-functional team leaders to understand their key business metrics and understand the role Customer Support plays in contributing towards those goals.
• Maintain a record of daily technical issues, actions, resolutions and prioritization in order to highlight trends and patterns from customer inquiries.
• Implement strategies across the business with creative tools to aid customers.
• Consistently guide customers to a beneficial solution.
• Manage and troubleshoot technical issues coming from the CH team prior to escalation.
• Quality check all customer-facing processes through the eyes of the customer, as well as the customer happiness team, for a seamless customer experience
• Respond with immediate resolutions for retention of customers, specifically customers who are experiencing issues in the social and/or reviews channels.
• Maintain inter-departmental feedback reporting.
• Independently build, implement and lead our Save the Sale practices.
• Other miscellaneous projects as necessary.

• A minimum of 3-5 years of professional experience in a Customer Happiness/Customer Service role, primarily handling escalated inquiries.
• A dedicated believer in delivering a premium customer service experience every time.
• The ability to see challenging situations as growth opportunities, not barriers.
• A proactive work-ethic; you spot challenges before they exist and plan accordingly.
• Extreme self-motivation; requiring minimal supervision or direction.
• A natural ability to work cross-functionally as part of a larger, growing team.
• A creative and positive think outside the box mindset; willingness to utilize this creativity on every single customer interaction.
• Dedication to 150% customer satisfaction on every customer interaction
• A strong professional communicator with significant interpersonal skills in order to successfully manage productive and trusting relationships with all partners.
• A detail-oriented approach to everything they do, with an understanding that the little details matter and will certainly add-up.
• Precision and accuracy, while still working quickly and with urgency.
• Flexibility; a deep understanding that a startup office can often be unpredictable.
• A knack for improving processes; you don’t stop just because something is good enough.
• A calm demeanor to operate within our fast-paced, start-up environment and make decisions while under pressure and within tight timelines.

• A 100% remote working environment, which has been implemented from day one.
• An immensely strong company culture that is enforced through the hiring process ensures values alignment and a highly collaborative team.
• 90% premium coverage for top medical, dental and vision plans.
• A mission-driven approach to each and everything that we do, with an overall goal to significantly improve our customer's health and wellness.
• Paid maternity and paternity leave to allow you to spend time with your new family.

Job Rewards and Benefits