Member Service Specialist

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 1,700,000+ 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, assisting with 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.

Compensation starts at $18 per hour. We are hiring remote team members for full-time positions. The shift is Tuesday to Saturday, with start times ranging every 30 minutes from 6:00 AM to 8:30 AM PST. Your specific start time will be discussed during the interview process. Once your start time is assigned, you can expect to work that schedule for 8 months to 1 year before any potential changes.  Onboarding for this role will take 3 weeks, is conducted remotely, and may be scheduled Monday to Friday. 

RESPONSIBILITIES

• Provide excellent customer support via chat, phone, text, and email channels.
• Address member questions and concerns, including shipping inquiries, damaged orders, website/app troubleshooting, account updates, 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.
• Stay informed about department updates by reading Slack communications and attending team meetings and training sessions.
• 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

• You are passionate about health and wellness and believe in Thrive Market's mission.
• You possess excellent written and verbal communication skills and can engage effectively with members.
• You are comfortable assisting members across all channels for an 8-hour workday.
• You are proficient in Google Apps (Calendar, Mail, etc.) and have experience using Customer Relationship Management (CRM) tools.
• Call center experience is helpful, but not required.

SOFT SKILLS

• Great listener who can recognize customer cues and provide the appropriate solution.
• Ability to distinguish between minor and major issues and respond accordingly.
• Creative and analytical problem solver who thinks critically to resolve challenges.
• Receptive to feedback and quick to implement suggestions for improvement.
• Strong ability to self-manage productivity and self-assess performance to stay on track.
• Demonstrates genuine care for Thrive Market members and is dedicated to ensuring a positive customer support experience.

BELONG TO A BETTER COMPANY

• Comprehensive health benefits (medical, dental, vision, life and disability)
• Competitive salary (DOE) + equity
• 401k plan
• 9 Observed Holidays
• Flexible Paid Time Off
• Subsidized ClassPass Membership with access to fitness classes and wellness and beauty experiences
• Ability to work in our beautiful office in Playa Vista
• Free Thrive Market membership with exclusive employee discount
• Coverage for Life Coaching & Therapy Sessions on our holistic mental health and well-being platform

We're a community of more than 1 Million + members who are united by a singular belief: It should be easy to find better products, support better brands, make better choices, and build a better world in the process.

At Thrive Market, we believe in building a diverse, inclusive, and authentic culture. If you are excited about this role along with our mission and values, we encourage you to apply.

Thrive Market is an EEO/Veterans/Disabled/LGBTQ employer

At Thrive Market, our goal is to be a diverse and inclusive workplace that is representative, at all job levels, of the members we serve and the communities we operate in. We’re proud to be an inclusive company and an Equal Opportunity Employer and we prohibit discrimination and harassment of any kind. We believe that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. If you’re thinking about joining our team, we expect that you would agree!

Employment with Thrive Market requires that employees be based in the United States. This is a condition of employment and must be maintained throughout the duration of employment.

If you need assistance or accommodation due to a disability, please email us at eeo@thrivemarket.com and we’ll be happy to assist you.

Ensure your Thrive Market job offer is legitimate and don't fall victim to fraud. Thrive Market never seeks payment from job applicants. Thrive Market recruiters will only reach out to applicants from an @thrivemarket.com email address. For added security, where possible, apply through our company website at www.thrivemarket.com.

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