Member Experience Associate

Member Experience Associate

Location: Tewksbury, MA (remote)

Schedule: Saturday-Wednesday, 9:00am-5:00pm

Employment Type: Full-time, Hourly

Pay: $23.00 - 25.00 per hour

Who Walden is: Most meat in this country is raised far from the people eating it, by systems designed so nobody asks too many questions. Walden exists because we think the questions are worth asking - and good answers should be available to anyone willing to look.

We deliver 100% grass-fed, pasture-raised meat to 23,000+ member families across New England and New York. Every cut is traceable to one of over 35 named farms on the East Coast. The farmers are paid 3x above commodity prices. The animals live on pasture as long as seasons allow - no antibiotics, no hormones, no feedlots. We send our beef to an independent lab in Massachusetts and publish how nutrient-rich it is compared to grocery store meat. The output is delicious meat that members love. We're a Certified B Corp and a small but mighty team. The work is demanding, the standards are high, and the people here chose it because they'd rather build something honest and enduring than something that just looks good on a label.

Walden is seeking a Member Experience Associate - someone who will be the human voice on the other end of every member's email and phone call. The role is the difference between a transaction and a relationship. Members notice.

What is Member Experience?

Our Member Experience team to be our public ambassadors to both new and existing customers in support of our mission to replace factory-farmed meat consumption with more sustainable, local and humane options. There are no phone scripts or template responses here - you'll provide authentic, personalized communication on the responsive timeline our member community deserves.

As a small but growing team working both in person and from home, you will need to have excellent time management skills and be able to stay focused and prioritized during both busy and calm times. You'll be communicating directly with our members through email (75%) and phone (25%), as well as coordinating between members and other Walden teams to ensure the most seamless member experience possible.

This role will include weekend coverage when the rest of the team will be offline. With this in mind, it's important that you can work independently and be self-motivated. Your manager will be available for emergencies, but weekend coverage will be solely your responsibility.

This role is a great entry point to Walden; we actively develop our Member Experience Associates to be ready for more senior roles both within the department and in other departments (such as Marketing, Operations, and Wholesale) depending on each individual's career interests.

What You'll Do:

• Answer inbound phone calls and email tickets in a timely and friendly manner to ensure concierge-style service to members
• Educate members on how to get the most out of their monthly deliveries by assisting them with questions, account changes, and requests
• Respond to comments and DMs on Walden's social posts and ads each day, building from our approved topics, and escalating anything outside it.
• Be empowered to not just resolve member complaints, but go above and beyond to delight them with our service
• Create lasting impressions and member loyalty through creative problem-solving and a willingness to empathize with all kinds of people
• Coordinate on-the-fly delivery adjustments with our drivers to ensure each member's monthly home delivery goes smoothly
• Represent the voice of our members across the company to continuously improve our member experience
• Proactively communicate areas of personal development with your supervisor to ensure continuous improvement, highlight training opportunities, and meet team and individual metric goals

What You'll Bring:

• Enthusiasm for going above and beyond to delight our members
• Empathy and a desire to make folks feel heard and valued - and to get to the root of their problems
• Ability to craft and personalize written & verbal communications with a personable, friendly tone
• A keen eye for detail and organization
• Associate's degree or 2+ years towards a bachelor's degree
• Passion for our mission and sustainable food/agriculture
• Ability to problem solve quickly and creatively and easily pivot to triage timely issue
• Comfort with multitasking across multiple software applications simultaneously
• Ability to learn new software quickly

Bonus points if you have...

• Bachelor's degree
• Prior customer-centric work or internship experience
• Familiarity with Customer Relationship Management (CRM) software and Zendesk
• Passion for social media marketing a plus
• Food or agriculture industry experience
• Logistics support experience
• Social media management and communications experience

You don't need to check every box. Nobody here did. What matters is whether you do thoughtful work, tell the truth when it's easier not to, and care enough about the details to get them right when no one's watching.

What We Offer

• Financial: Company: 401k (starting at 90 days)
• Health & Wellness: Medical, Dental & Vision (starting at 30 days)
• Paid Sick Days, Paid Time Off, 9 Paid Holidays, Paid Parental Leave, Volunteer Time Off
• The Fun Stuff (starts from your first day): up to 5 lbs of free meat weekly, 25% off up to 2 Walden monthly meat subscription memberships, 25% discount at our South End Boston butcher shop

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Differences make us better.

Walden Local runs a criminal background check for all employees hired to work for the company.