Customer Experience Coordinator

About Liquid I.V. This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company's mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V. We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work. Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. About our

Team:

We are a world-class team of innovators and passionate change-makers, looking to develop transformative hydration solutions and make a meaningful impact on the world around us. At Liquid I.V., we are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. Our team members enjoy a flexible and inclusive working environment, a highly collaborative and innovation-forward culture, generous benefits and perks that empower employees to champion their wellbeing every day, as well as an infinite supply of Liquid I.V. for extraordinary hydration.

About the role:

The Liquid I.V. Customer Experience team is searching for the next team member to support daily customer support operations in all front-facing contact channels. This role specifically will be sitting under the customer support operations function that assists customers with issues related to shipment delay s, address verification, and backorder and preorder scenarios. Functions and duties of this role include, but not limited to: Respond to email, phone calls, chat messages, and social media comments as needed Manage fulfilment order related issues such as outreach for invalid addresses, backordered items, or out of stock items Escalate any issues that customers are experiencing that affect customer satisfaction Assist with special projects during peak seasons, such as assisting customers with orders or sending notifications to customers for fulfilment or shipping delays •Not a comprehensive list of responsibilities as agents are cross-trained on all channels and may also support approving customer reviews and social media comments.

Qualifications:

The successful candidate will have the following qualifications: Bachelor's degree or 4 years in customer support, customer experience, social media community management, or fulfilment coordinator roles; preferably experience with high volume seasons Experience using customer support ticketing systems, Shopify, and subscription management systems such as SKIO, OrderGroove, or Recharge Prioritization of inbox management, ability to follow order of operations Ability to show initiative, bringing up opportunities to improve the customer experience in town halls and in feedback sessions

What We Give:

100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options). A 401k plan with company match, short and long-term disability coverage. A generous PTO and sick policy that includes 13+ paid annual holidays. Wellness classes (fitness, mental health, nutrition, finance, etc.). An Employee Assistance Program, including membership for guided meditation for all employees. Monthly tech and wellness reimbursement. An infinite supply of Liquid I.V. for endless hydration!

Work Environment:

This role is Hybrid office environment with flexibility for industry events. Candidates must be authorized to work in the United States without sponsorship. The compensation band for this position is $25 - $27 hourly. The exact salary is determined by various factors including experience, skills, education, geographic location, internal company equity, and budget. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package. This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company's mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V. We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work. Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. You can find the Unilever privacy note here