Customer Care Associate / Sr. Associate

Maiden Home

New York, NY

If you're excited to be a part of a revolution of furniture retail–and game to join one of the fastest-growing brands in the industry–we'd love to hear from you.

Maiden Home is seeking a talented and energetic individual to join us in building a category-defining home furnishings brand. As part of our Customer Care team, you will be dedicated to delivering best-in-class customer support, assisting our customers with questions that they have after placing their order, through production and delivery, and more. You will be collaborating closely with our Operations team to manage to internal SLAs, build and enforce policies, and resolve issues quickly and with a customer-first mindset.

As an early employee at one of the fastest-growing brands in home furnishings today, you will be working side-by-side with a highly experienced founding team to shape the future of Maiden Home. The possibilities are endless, and your experience will be shaped by your performance, contributions, and curiosity.

This role is located full-time in our new Tribeca, NY office

Responsibilities

  • Offer friendly, timely, and proactive communication for our customers, while serving as the customer’s advocate throughout their journey
  • Act as the face of the Maiden Home brand, mastering Maiden Home’s voice on the phone and over email
  • Work closely with the Operations team to help shape and manage issue-related communications, ensuring that we meet or exceed our internal deadlines
  • Build, shape, and enforce customer policies as our business grows in volume and complexity
  • Collaborate extensively with the cross-functional team to resolve issues with creativity and a customer-first mindset
  • Have incredible influence and ownership over individual customer scenarios, collaborating across all teams to raise the bar

Qualifications

  • 0-4 years in a customer-facing role (e.g., Customer Support, Client Relations or Sales), experience at a premium/luxury brand or with a custom product is a plus
  • Bachelor’s degree
  • Strong written and oral communication skills, including excellent interpersonal skills
  • Strong attention to detail and relentless follow-through in a startup environment
  • Outstanding problem-solving skills; “can-do” attitude and resourcefulness; always willing to go the extra mile for the customer
  • A thorough understanding of Maiden Home's brand values, key differentiators, and competitive set
  • Please note that this position requires that you be vaccinated against Covid-19, unless you require a reasonable accommodation for religion or a health-related need

Benefits

  • Competitive compensation package, & unlimited vacation
  • Choice of medical, dental and vision insurance plan options, including one option where up to 88% of the premium is covered by Maiden Home
  • Furniture placement program & company discount
  • Pre-tax commuter benefits
  • 12 weeks parental leave
  • Strong, growing company culture, including frequent happy hours and other team-wide and company-wide events
  • 1 month paid sabbatical after 3 years

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