Job Description

We have an opening for a Customer Success Associate for Equelle!

Who we are:

Here at Equelle, we’re on a mission to change the conversation about how women 40+ should thrive. Every woman’s estrogen levels naturally decline with age, leading to the different stages of menopause, yet society still often treats this natural lifestage as a taboo medical condition. At Equelle, we believe women deserve open and honest conversation, high-quality education, and effective products to tackle the symptoms that come with estrogen decline.Equelle’s novel, plant-based ingredient, S-equol, is an innovative approach to estrogen decline symptom relief. S-equol has been scientifically studied for over 20 years, has been validated in three clinical trials and can provide relief to a range of symptoms like hot flashes, sleep, mood swings and more.

Please note: We are a hybrid workplace and require two in-office days each week. As such, candidates mustbe within easy communing distance of our San Diego office.

Who you are:

A proud advocate, you will be the voice of Equelle, interfacing with our customers while remaining, compassionate, responsive, inventive, and effective

A teacher, you will help customers adopt our products and understand when and how to take Equelle’s products

Curious, you want to learn about science, about customer needs, and is always looking to learning new things and developing new skills

An excellent teammate, you are not only focused on detail but can see the “big picture” and provide ideas to elevate the team and our processes

Outgoing and empathetic, you truly enjoy talking with people and find it easy to relate and empathize

Dynamic, you’re comfortable (and even thrive) with a diverse, quick-moving workload. You are quick to volunteer to take on something new and enjoy learning new things

A sampling of what you’ll be doing:

Handle inbound customer service requests via email, chat, text and phone each day
Consistently be on a mission of improving the customer experience through every interaction
Track and analyze monthly customer metrics and utilize the insights to better improve the customer journey
Optimize our CRM platform to allow for more efficiencies in day-to-day workflow
Monitor and handle customer conversations that require escalation in order to facilitate smooth processes for the team
Assist with onboarding new team members and guide on best practices
Participate in our weekly all-team meetings to share customer insights and trends, as well as propose solutions
Assist in outbound retention marketing (often conducted via text and call)

Required experience:

2+ years of relevant experience (customer service or something similar)
Experience with Shopify required
Experience with Gorgias and/or Zendesk required
Exceptional written and verbal communication, reading comprehension, and critical thinking skills to find effective solutions for the customer
Ability to empathetically connect with customers
Understanding of basic science terminology and/or health and wellness background is a plus!

Not sure you check all the boxes when it comes to experience? Apply anyway! Enthusiasm is as important to us as having perfect experience.

How to apply:

We know you’re more than a resume and would love to hear from you as part of your application. Please apply via our website at https://equelle.com/pages/career-opportunities and answer the following questions (3-5 sentences eacah) through the form below, and include your resume, attached as a PDF:

Where did you hear about this opportunity? (I.e. LinkedIn, Indeed, etc)
What has been your most direct experience related to the customer success associate position? How has that experience equipped you for this role?
What are you looking for in a working environment?
Imagine it’s your first day on the job. How would you answer this customer question? “Hi, I am trying to log in to my account to adjust the next renewal date on my subscription, but I am running into an error. Can you help me?

Note that there will be a case study for you to complete as part of the interviewing process.

OUR OFFER

We offer the best of both worlds. You will get to work on an entrepreneurial environment building a disruptive brand, Equelle, working alongside our sister brand in San Diego, Uqora, a disruptor in the Urinary Care space. You will also be part of Pharmavite, our parent company, the makers of the #1 selling national vitamin and supplement brand, Nature Made, as well as an exciting portfolio of other products that are shaping the future of the healthy living industry. Consumer-driven innovation, high quality products and a promising portfolio, all driven by a team with a shared sense of purpose -- to bring the gift of health to life.

Our environment is geared to fuel curiosity, encourage experimentation, and generate learning as this is the way we develop ourselves and our organization.

We are committed to meeting the needs of our employees and their families with a Total Rewards package that's as comprehensive as the vitamins and supplements we deliver to consumers. With competitive compensation programs and standout benefits, we provide employees with optimal health and well-being -- as well as peace of mind. These rewards -- plus our new recognition program -- ensure employees feel supported both at work and home.

This package includes:

-Annual Pay Range: $$66,560 - $77,800 per year. (This represents the minimum and maximum base salary range for this role, plus annual incentive. Various elements are used to determine a candidate’s starting salary such as job experience, specific skills, and comparison to internal incumbents currently in the role. This information is provided to applicants in accordance with state and local laws.)

-Full-time, salaried role

-Generous annual performance bonus

-Flexible PTO policy

-11 paid holidays per year

-Medical, Dental, Vision benefits with generous employer contribution, Health and Dependent Care HSA/FSA

-401K with employer match

-Pet Insurance

-Wellness discounts, programs, and free vitamins and supplements from Equelle, Uqora, and Nature Made

-Parental Leave Policy for employees with 1 year+ of service

-New Hire office stipend

-Training and Development opportunities

ABOUT US:

Equelle is tackling menopause care in a new way, with a unique daily product that mimics estrogen in the body by leveraging a plant-based active ingredient.

Equelle’s novel, innovative approach to menopause symptom management has been validated in three clinical trials, and its active ingredient, S-equol, has been scientifically studied for over 20 years.

Aside from providing breakthrough relief with science-backed products, this emergent brand is on a mission to change the conversation around menopause. Every single woman goes through menopause, yet we still talk about menopause as if it’s a taboo medical condition. Women deserve frank conversation, high-quality education, and effective products to tackle the symptoms that come with peri- and post-menopause. Equelle aims to shift the conversation through an engaging community, high-quality educational resources, and, of course, science-backed products.

Inclusivity at Equelle and Uqora:

Diversity and inclusion are a priority for us. At Equelle, we’re committed to making our employees and community members feel seen, heard, and valued - while honoring what makes us different. We promise to remain focused on this journey of growth so we can become better advocates for our community, and we’d love for you to join us on that mission!

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to this job.

Please note: We do conduct background checks for all new hires.

Prospective Applicants: Please review our Privacy Policy on the website. https://equelle.com/policies/privacy-policy

Job Type: Full-time

Pay: $66,560.00 - $77,800.00 per year

Benefits: