Member Services Specialist

Employment Type: Non-Exempt Location Type: Remote Salary: Starting at $18 per hour

ABOUT THRIVE MARKET

Thrive Market was founded in 2014 with a mission to make healthy and sustainable 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 1,600,000+ members find better products, support better brands, and build a better world in the process. We are also a Certified B Corporation, a Public Benefit Corporation, and a Climate Neutral Certified company. Join us as we bring healthy and sustainable living to millions of Americans in the years to come.

THE ROLE

We are looking for Member Services Specialists to help our members lead healthier lives by addressing their questions, needs, and concerns. This includes assisting with order questions and issues, troubleshooting technical problems, making retention offers, processing membership cancellation requests, website navigation, recommending products for specific diets, and more. To excel in this role, you'll need a strong passion for delivering exceptional customer experiences and helping members get the most out of their Thrive Market membership. If you believe in our mission and thrive in a fast-paced, creative environment, we’d love to hear from you.

Schedule:

• Full-time, remote positions.
• Shifts available Monday to Friday or Tuesday to Saturday.
• Start times range every 30 minutes from 6:00 AM to 8:30 PM PST.
• Specific schedules will be discussed during the interview process and are expected to remain consistent for 8 months to 1 year.
• Onboarding is remote and lasts for 4 weeks.

RESPONSIBILITIES AND JOB FUNCTIONS

• Provide excellent customer support via chat, phone, text, and email channels.
• Handle inbound phone calls for 4-6 hours per day, with the remaining time split across other channels.
• Address member questions and concerns, such as shipping inquiries, damaged orders, troubleshooting the website/app, updating account information, handling cancellation requests, and more.
• Educate shoppers on the benefits of Thrive Market membership, highlighting features, perks, and benefits that align with their needs to encourage membership retention.
• Become a subject matter expert on our growing catalog of products and supported dietary values to identify cross-sell opportunities and improve average order value (AOV).
• Collect and record customer insights through our CRM platform, providing valuable data to organizational stakeholders.
• Escalate issues to specific leaders via Slack when necessary.
• Stay informed on department updates by reading Slack communications and attending team meetings and trainings.
• Engage in 1:1 conversations with your team lead to review performance, discuss best practices, and receive guidance on handling specific situations.
• Be comfortable working at a desk with a laptop, keyboard, mouse, monitor, and headset.
• Adhere to your schedule by taking breaks and lunches at designated times.

QUALIFICATIONS

• Passion for health and wellness and belief in Thrive Market's mission.
• Excellent written and verbal communication skills.
• Ability to engage effectively with members across all channels for an 8-hour workday.
• Proficiency in Google Apps (Calendar, Mail, etc.).
• Experience using Customer Relationship Management (CRM) tools.
• Call center experience is helpful, but not required.
• Great listener who can recognize customer cues and provide appropriate solutions.
• Ability to distinguish between minor and major issues and respond accordingly.
• Creative and analytical problem solver who thinks critically.