Customer Experience Associate

You are the ideal candidate if you are obsessed with our customer and our category. You are positive, energetic, and endlessly resourceful. We want someone who is motivated by learning and ready to take on a variety of responsibilities to grow at Boll & Branch, no task is too small or too big! This role will build relationships with our customers and drive lifetime value.

The ideal associate is a dedicated advocate for our customers, with a strong service aptitude and a genuine passion for helping others. They deliver exceptional, people-first support while working with speed, accuracy, and efficiency. By balancing thoughtful problem-solving with timely execution, they consistently meet customer needs and create positive, memorable experiences. If making people happy through efficient, high-quality service energizes you, this is a role you’ll truly enjoy.

What you’ll do:

• Engage with customers via email, phone, and chat to resolve a range of inquiries, from routine to complex, including order placement, inventory checks, order and delivery updates, and general questions
• Foster exceptional customer relationships through unreasonable hospitality, anticipating individual needs and delivering personalized, engaging experiences that make every interaction feel thoughtful, warm, and memorable.
• Manage post-order resolution by investigating lost or delayed shipments through USPS and UPS, processing returns to HQ, and delivering accurate reporting and visibility.
• Gather and provide customer feedback to leadership, ensuring insights are shared with relevant teams, including Customer Insights and Marketing to drive meaningful improvements and enhance the overall customer experience
• Monitor your own inbox, ensuring customer inquiries are handled and responded to promptly and professionally

Your goals:

• Create memorable moments in Customer interactions that can’t help but be shared
• Manage personal customer satisfaction score through continuous relationship building
• Inspire Trust and Loyalty - Build lasting relationships by being reliable, empathetic, and genuinely invested in the customer’s happiness
• Collaborate with your team to continually improve processes, and customer journeys
• Demonstrate ownership by taking initiative autonomously to resolve issues and improve the customer experience
• Stay current on product knowledge to drive sales, identify upsell opportunities, and advise customers based on their needs and our product offerings.

Requirements:

• Associates Degree preferred or equivalent experience
• Ability to work on-site in Summit, NJ two days per week
• Operate with a high processing speed and sense of urgency to meet KPIs, maintaining 12 tickets per hour and 84 tickets per day
• Experience with Zendesk & Shopify or similar software
• Customer Experience, retail, or hospitality background preferred
• Be flexible and resilient to adapt to changing situations and priorities while maintaining a positive, customer-first mindset in a fast-paced environment
• Must thrive in a high-energy environment and contribute positively to the team culture; a friendly and approachable demeanor is highly valued
• Truly love being with and around people -- and others should feel the same way about you
• Learn Boll & Branch's social mission and be inspired to be a part of what we're doing, embodying an entrepreneurial spirit
• Stay highly organized and efficiently handle multiple projects at once.
• Love a great challenge, be ready to learn and have a `no task is too small' attitude

The primary location for this role is Summit, NJ. We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have flexibility to work remotely. Currently we are operating under a hybrid model whereby all teams work in an office a minimum of two days per week (Tuesdays/Thursdays) and may be provided flexibility to work from home on other days. There may be times when you're asked to work in our Summit, NJ headquarters because it's in the best interest of our business or your team.

The hourly base salary rate for this role is $22.00. It is important to note that our salary ranges are based on paying competitively for our size, industry, and the market and are one part of the total rewards that we provide. Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, scope of the role, and internal peer benchmarking.

This role is not eligible for relocation assistance. Additionally, Boll & Branch will not commence an immigration case or 'sponsor' an individual for this position (for example, H-1B or other employment-based immigration).

The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. You must be able to complete all physical requirements of the job with or without a reasonable accommodation.

What We Offer:

• Medical, Dental, Vision, and Life/AD&D insurance
• Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
• Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
• Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount

About Boll & Branch:

At Boll & Branch, we don’t make bedding like everyone else. We make it better.

In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do. We are:

• Cultivators of the Highest Quality Threads
• Pioneers in 100% Organic Cotton
• Free from Toxins at Every Step
• 100% Traceable from Farm to Finish
• Committed to Fair and Ethical Treatment for All

Boll & Branch has over 150 employees, and we are headquartered in Summit, NJ, with a second office in New York, NY and a dedicated Photo Studio in New Providence, NJ. In 2019, to propel our growth, we raised $100M from L Catterton, a leading consumer goods private equity fund. We are also progressively expanding our retail and wholesale footprint. While the heart of our business lies in the direct-to-consumer online model, we also have several retail stores around the country as well as partnerships with Bloomingdales and Nordstrom.

Boll & Branch LLC is an equal opportunity employer.