About us
We are a Vancouver based health and wellness company with a world class team of co-founders, investors and advisors. We are on a mission to revolutionize the mental and physical health of the world with mushrooms. Our brand is connected to high performance, both in mind and body, at work, at home and on the court.
About The Role:
We are looking for a passionate, empathetic, and detail-oriented individual who is driven to enhance every step in a customer’s journey. You’ll be on the front lines as the first point of contact for all requests and inquiries (email, chat, social). In addition to being able to resolve issues with urgency, the CX Associate will also identify opportunities and lead initiatives around the broader CX strategy of Hekate, all with the goal to have every customer that engages with us come out of the interaction more delighted than before.
You’ll be the first hire for Hekate's CX team, and will report to the Head of Marketing. While the primary responsibilities of this role are within Customer Experience, you’ll get ample exposure to all aspects of a young, fast-growing brand.
What You’ll Do:
• Serve as the initial point of contact for all customer requests and inquiries; utilize available knowledge and resources to resolve issues with a high degree of urgency and effectiveness.
• Identify and either add/enhance features or remove obstacles in the customer journey. Partner with cross-functional teams and external vendors to implement positive and effective change.
• Pinpoint critical trends and issues. Recommend and execute improvements to elevate the customer experience.
• Build and nurture customer relationships at all touch points. Actively manage CRM initiatives to track interactions beyond CX inquiries.
• Actively manage relationships with external vendors and brand partners for the latest features and tactics around the CX function. Enable Hekate's CX arm to be a proactive vs. reactive unit.
Who You Are:
• Experience with a customer-facing role, preferably in a startup environment.
• A motivated self-starter and team-player who excels in empathy and has a customer-first (second, and third) mentality.
• Friendly, empathetic, a good listener, and an advocate for our customers’ experiences with the brand. You are able to quickly execute thoughtful responses to unique customer situations.
• Strong written and oral communication skills. Basic proficiency with Microsoft Excel, PowerPoint, and Word.
• Bonus points if you have experience with our existing support/customer-facing tools: Shopify, Klaviyo, Georgias and Skio/Recharge.
• You work hard, but don’t take yourself too seriously. Let’s have fun while we build.
Please note: The position may be funded by the "Digital Skills for Youth Program"
