Remote opportunity at
NutrafolCustomer Experience Associate (West Coast)
Nutrafol is a hair wellness brand with clinically tested hair-growth products. Its formulas blend standardized vitamins, minerals and botanicals, and the company notes that more than…
Career Tools
About This Role
Nutrafol is a hair wellness brand with clinically tested hair-growth products. Its formulas blend standardized vitamins, minerals and botanicals, and the company notes that more than 7,500 physicians and hair specialists recommend them. This remote Customer Experience Associate post is for candidates in the Pacific time zone and supports shoppers at a sensitive point in their hair journey. The associate is the first voice customers hear, by phone, email or…
Job Description
Nutrafol is a hair wellness brand with clinically tested hair-growth products. Its formulas blend standardized vitamins, minerals and botanicals, and the company notes that more than 7,500 physicians and hair specialists recommend them. This remote Customer Experience Associate post is for candidates in the Pacific time zone and supports shoppers at a sensitive point in their hair journey.
The associate is the first voice customers hear, by phone, email or chat, and handles everything from simple questions to upset customers. The role takes escalations, helps shoppers move through the website and product line, and builds enough product knowledge to explain why each formula works. The posting asks for practical, personalized solutions rather than rigid scripts, plus help with queue management, ad hoc projects and process ideas that lift the whole CX team. The associate reports to the Manager, Customer Experience and works Tuesday through Saturday, 9am to 6pm Pacific.
Applicants need one to three years of direct customer support by phone, email or chat at an online retailer or fast-growing startup, and comfort with help-desk software, CRM, Office apps and Google Workspace. Clear writing and speaking skills, and an interest in wellness science, are important. The posted base pay is $50,000 to $55,000 per year. Interviews include a talent acquisition call, a CX manager interview, a take-home exercise and a final round.
Responsibilities
- Serve as the first point of contact for customers by phone, email and chat
- Take on escalations and difficult questions, and resolve complaints
- Walk customers through the website and product range
- Build product expertise, including the reasoning behind each formula
- Craft personal solutions for individual customers beyond scripts
- Help manage growing queues, prioritize work and handle assigned projects
- Recommend improvements to daily CX operations
Requirements
- One to three years supporting customers by phone, email or chat at an online retailer or fast-growing startup
- Hands-on comfort with help-desk software, CRM, Office apps and Google Workspace
- Strong written and verbal communication
- Positive, can-do approach that treats problems as puzzles
- Interest in how wellness science works
- Self-starter with an entrepreneurial attitude and genuine care for people
Qualifications
- Bilingual in English and Spanish
Core Skills
Benefits
- Fully remote
- Medical, dental and vision coverage with FSA and HSA options
- 401(k) with employer match and a quarterly bonus program
- Flexible PTO and two company-wide wellness breaks each day
- Lunch on Tuesdays and Thursdays, arranged through a delivery service
- Monthly wellness, internet and mobile phone stipends
- Annual learning and development stipend
- Free meditation app membership and a monthly Nutrafol subscription
- Pet insurance discounts
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes, the role is fully remote and open to candidates in the Pacific time zone.
What is the salary?
The posted base salary is $50,000 to $55,000 per year, separate from bonus eligibility and other benefits.
What are the working hours?
Work runs Tuesday through Saturday, 9am to 6pm Pacific.
What experience is required?
One to three years of direct customer support by phone, email or chat is required.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.