Customer Experience Associate

About us

Naked & Thriving is an organic, botanical skincare brand focused on helping everyone realize a healthy-looking glow. With 10 years of experience in the USA market, we're all about clean, effective skincare. Our products are organic, vegan, and free from synthetic ingredients, and we are committed to sustainable and green business practices every step of the way. As we rapidly grow and expand into new categories, channels, and countries, customer satisfaction remains our top priority.

About the Role

At Naked & Thriving, Customer Experience is at the heart of everything we do. As a Customer Experience Associate, you will be one of the key voices of our brand, helping customers feel supported, informed, and confident throughout their skincare journey. In this role, you'll communicate with customers through calls, chat, and other support channels, providing thoughtful assistance with orders, product inquiries, and general concerns.

We're looking for someone who is empathetic, solutions-driven, and thrives in a fast-paced environment. You'll work closely with a collaborative team while independently managing customer interactions with professionalism and care. Success in this role means delivering exceptional service, building customer trust, and contributing to a positive, seamless brand experience.

This is a great opportunity for someone passionate about skincare, communication, and creating meaningful customer relationships within a growing clean beauty brand.

A DAY IN YOUR LIFE:

• Handle inbound and outbound calls with professionalism and empathy.
• Assist customers with chat inquiries, providing fast, accurate responses while maintaining a courteous and understanding approach.
• Provide prompt, accurate, and helpful information to customers.
• Resolve customer issues and concerns in a timely and effective manner.
• Maintain a positive, friendly, and respectful demeanor while handling customer inquiries.
• Document customer interactions and ensure proper follow-up as necessary.
• Stay up to date on product knowledge, company policies, and industry trends.
• Handle additional responsibilities and special projects as needed
• Report recurring customer feedback, trends, and insights to help improve the customer experience.
• Track and report recurring customer issues, suggestions, and experience trends.

ABOUT YOU:

• High school diploma or equivalent (Bachelor's degree preferred but not required).
• 2+ years in customer service or a related field, preferably handling calls.
• Excellent verbal and written communication skills.
• Good time management and organizational skills
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and handle multiple tasks.
• Ability to work independently and as part of a team.
• Patience, empathy, and a passion for providing outstanding customer service.
• Remains flexible and composed amid change and shifting priorities.
• Knowledgeable with Google Workspace Apps (Docs, Sheets, Slides, Calendar, Meet, Drive)
• Nice to have skills: Knowledge in Zendesk and/or Shopify, or a similar platform

JOB EXPECTATIONS:

• Must be willing to work US EST hours (9:00 AM–6:00 PM) with flexibility for shifting schedules.
• Home Office Setup
• Must be fluent in English.

TECHNICAL REQUIREMENTS:

• Must have their own computer desktop or laptop
• Stable internet connection
• A working headset is required for taking calls

Benefits

• USD Compensation
• 100% remote

Actual compensation within the range will depend on factors including experience, qualifications, skills, geographic location, internal equity, and market conditions.