Customer Success Specialist

About the job

Oh heal yes! Welcome to Apothékary. We are a plant-based farmacy that provides natural alternatives to over-the-counter synthetic beauty products and drugs. We were founded in early 2020 by Shizu Okusa, a serial entrepreneur in the wellness industry and recently awarded by E&Y as Entrepreneur Of The Year 2021.

 

Apothékary is currently focused on growing online as a direct-to-consumer (DTC) brand and adjacently, through retail partners like juice bars, wellness shops, and clean beauty stores. We are expanding quickly and are looking to welcome a jump-right-in Specialist to join our growing team. This role will assist our founding team to ensure the entire Apothékary customer experience is an exceptional one.

 

The Customer Experience Specialist will play an integral role in the company and in particular, work closely with the Customer Success Manager, Project Manager, and Director of Operations to ensure the Apothékary customer’s experience is a great one!

 

Ideal candidate:

 

• Exceptional written and verbal communicator, heightened attention to detail and empathy toward the customer and their experience.
• Ability to develop, manage, and nourish external relationships with vendors and retailers.
• Lover of all things planning and organization and thrives building and maintaining systems.
• Ability to prioritize and operate in a deadline driven environment.
• Thrives in a “jump in whenever, wherever” environment: excited by learning new skills, enjoys being challenged on the daily, and accepts and adjusts to feedback seamlessly.
• With a basic framework of goals and direction, can be autonomous when executing and problem solving.
• Ability to be scrappy, lean, and innovative when finding and proposing solutions.
• Passion for health & wellness, specifically holistic care and the intersection of fitness, food, mental health.
• 1-2 years of experience in Ayurveda, herbal medicine, or an avid user of adaptogens and herbs into their daily routine.
• 1-2 years working at a startup or equivalent (e.g. part of a venture arm of a company or leading a new initiative at a company).
• Basic skills and familiarity with tools like Microsoft Excel, Powerpoint, Mailchimp, Shopify, Slack.

 

Responsibilities:

• Respond to incoming customer inquiries within a 24 hr window (minimum) via the CS email address.
• Respond to customer comments and questions through our social media platforms within a 24 hr window.
• Respond to customer product reviews within a 48 hr window.
• Work alongside a team of Wellth Advisors / herbalists to provide daily customer service, recipe guidance, blending guidance, how to use the product tips, etc.
• Check with the production team and place new orders or manage scheduled orders.
• Support fulfillment team with customer orders (FedEx/Shipstation).
• Reach out to customers for any address and order verification needs.
• Help manage any shipping details and tracking needs for the fulfillment team.
• Process order returns and replacements.
• Troubleshoot customer order issues.
• Complete customs clearance requests with FedEx as needed.

 

Time and Location Expectations

 

The Customer Experience Specialist expected start date is ASAP. The role will start at around 20-25 hours/week on an hourly basis. Compensation is based on experience.

 

Role performance and company growth dependent, there may be an opportunity for an expansion of this position. Note that job responsibilities may change based on the company’s evolving needs.

 

This position is a remote role with working hours largely structured around EST weekday hours.