Gainful is changing the way people shop for nutrition products to support their active lifestyle and help them achieve their fitness goals. Launched in 2017, Gainful is backed by some of the world’s best venture investors (including Y Combinator, Dorm Room Fund, BrandProject, and Courtside VC). Gainful combines personalization with the highest quality ingredients to make sports nutrition accessible for every body.

Gainful is positioned to become the category leader in personalized nutrition, with personalized protein powder the first of many products. We are excited to find incredible team members to join us on this journey.

Job Description:

We are hiring a Customer Experience Lead to join as Gainful's first CX team member in our New York City office, building our East Coast CX team from scratch. The Customer Experience Lead will be expected to establish customer support best practices across a variety of communication channels (email, phone, chat, and help center), manage a team of CX associates, and continuously improve Gainful's customer experience.

Customer service is something that we pride ourselves on. You will collaborate closely with our 3-person, San Francisco-based CX team. But, this will be your opportunity to set the tone for all future customer interactions by growing and leading our CX team in our new NYC HQ.

Most importantly, this role is designed for professional growth. You will be given a great degree of autonomy to make judgment calls on what excellent customer experience means, and how to design our customer experience processes for scale. We expect you to take ownership and do everything in your power to improve how we engage and make our customers happy. Success for our Customer Experience Lead means quickly growing & scaling your skills and responsibilities as Gainful grows – you will be expected to constantly improve our processes and contextualize your day-to-day customer-facing work in the broader goals of the company.

During a time of social distancing, delivering products to our customers and helping them stay healthy is more important than ever. Gainful recently raised a round of funding, and we’ve set aggressive goals for 2020 and beyond.

Responsibilities include:

  • Work in Zendesk to personally respond to customer support requests via email, our phone support line, social media, and live chat
  • Help to source, hire, and manage a team of Customer Experience Associates in our New York City office
  • Continuously identify and implement process improvements that lead to increased customer happiness and CX team efficiency
  • Own and report on all success metrics related to customer experience for the team based in our New York City HQ
  • Work with our marketing team to minimize subscription churn
  • Document and keep track of customer issues and feedback

Required:

  • 3+ years customer support experience at a high-growth startup environment
  • Experience hiring, training, and managing a customer service/success team
  • Deep empathy and emotional intelligence
  • Genuine enthusiasm for helping customers, natural problem-solver
  • Excellent written and verbal communication
  • High energy (dare we say, peppy?) but endlessly patient
  • Experience with Zendesk
  • Social media whiz (Instagram, Facebook, Twitter)

Preferred:

  • Marketing, Communications, English, or Business Major
  • Experience on customer success or direct sales teams
  • Experience working for subscription services
  • Personal interest in nutrition, fitness, or health/wellness

Location: Remote until social distancing policies allow for in-person work

Hours: Full-time, unlimited PTO

Pay: competitive salary + equity

Health Insurance: Choice between Blue Shield Gold Full PPO 750 or Blue Shield Platinum Full PPO 0.

  • Gainful will cover 99% of the monthly cost of the Gold plan, or 85% of Platinum.
    • Gainful covers 50% of the premium of the Gold plan for dependents
  • If you opt out of group healthcare coverage, Gainful will add $250/month to your salary as a wellness stipend

Dental: Guardian EM Dental 10

  • Gainful covers 99% of the premium for employees and 50% for dependents

Vision: CA Beam VSP Choice Plan 2

  • Gainful covers 99% of the premium for employees and 50% for dependents

Pre-tax benefits

  • Health FSA
  • Dependent Care FSA
  • Commuter

Perks: Unlimited Gainful product & swag

Visa sponsorship: Not Available

Start Date: ASAP

Apply for this Job

* Required
  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education