Job Description

About Iris Nova

Iris Nova is a tech-enabled beverage distribution company featuring a growing portfolio of health-conscious, best-in-class brands. We believe the future of the beverage industry is built through direct connection with consumers. Our proprietary conversational commerce platform allows consumers to connect directly with brands through text message, enabling frictionless ordering and on-demand deliveries for the products they love.

We introduced this innovative business model in 2015 with the launch of our first brand, DIRTY LEMON. Since that time, our portfolio expanded to include a variety of innovative brands targeted to the modern consumer.

About the Role

Iris Nova is looking for a Part-Time Customer Experience Associate to communicate directly with our customers and provide them with an exceptional and unique experience. All Iris Nova brands utilize an SMS-based ordering platform where customers communicate and transact over a text message. This is an exciting opportunity to join a rapidly growing organization that prides itself on building long-term customer relationships. As a Customer Experience Associate, you will be the first point of contact for the customer, helping them to navigate any questions they have about our products. You will work with our leadership team to gain a deep understanding of our company, customer base, and products, consistently sharing feedback that will help shape our future operations, technology, product development, and marketing strategies. You will report to the VP of Communications.

We are looking for someone who is available to work 20-25 hours per week. Shifts vary from morning to evening and span weekdays and weekends. This would be a great role for someone with a flexible schedule. All work will be done remotely with regular team touch-bases conducted via video conference.

We hold ourselves to the highest caliber in setting industry standards for how brands should engage with customers. Our goal is to provide consumers with an effortless experience through each interaction. This emphasis on convenience is foundational to our platform’s frictionless and value-driven ordering/reordering process. We recognize the intimacy of text message, a channel typically reserved for friends and family, and prioritize conversational communication that is natural, inviting, and helpful. We never use SMS to outbound spam or market to our customers and respectfully approach every conversation like we’re speaking to a friend.

Responsibilities

• Provide customer service using our proprietary SMS-based ordering platform. This will include processing orders, renewing subscriptions, applying promotions, and updating delivery/shipment status
• Scan, filter, and respond to a web-based email ticketing system in a timely manner (Gorgias)
• Act as an ambassador and communicate with customers in a specific brand tone, with the ability to adapt conversation style to a variety of brand voices
• Work collaboratively with the operations, marketing, and tech teams to incorporate customer feedback into all aspects of the business
• Stay up to date on Iris Nova brand launches and news as well as relevant industry trends to contribute ideas to improve the customer experience
• Help improve systems to provide best-in-class customer experience, managing customer issues from beginning through the solution
• Communicate with key team members to escalate issues and relay timely feedback to the customer
• Build relationships with customers to establish a sense of trust and drive retention
• Track trends in customer feedback, analyze and report them to the team in a clear and concise manner

About You

• Desire to work for a fast-paced startup with a dedicated team in an integrated & collaborative role
• Positive attitude and unmatched enthusiasm, strong work ethic, reliable and passionate about helping others
• Past customer service experience, especially within e-commerce, is a plus
• Excellent communication, time management, and prioritization skills, comfortable communicating needs with management to enhance productivity and efficiency
• Incredibly organized with keen attention to detail, the ability to create clear systems that synthesize and articulate reporting within internal channels
• Flexible with an adaptable mindset, approaches projects with curiosity and creativity
• Personable and empathic, welcomes the opportunity to see situations from different perspectives, a patient and intuitive response to conflict resolution
• A problem-solver with the ability to identify obstacles and think critically to present sustainable solutions

Requirements

• A computer (Mac or PC) with up-to-date software and virus protection
• Reliable internet connection
• The ability to work 20-25 hours per week which will include nights and/or weekends

Benefits

• Flexible scheduling
• Remote
• This role is part-time and not eligible for benefits