Customer Experience Associate

New York, United States Full-time

ROCKETS OF AWESOME is reinventing the way parents shop for kids by leveraging technology, data, brand, personalization, and exceptional merchandise. We’re making shopping for kids apparel convenient and fun—This is the future of vertical commerce.

We are a New York City-based, venture-backed startup with extensive executive expertise. Join our creative and strategic team working to develop a scalable e-commerce system that powers a business with massive market opportunity. This team cultivates a culture of learning and continuous improvement by investing in automated testing, learning from real-world problems, and immediately adapting.

We value fun, simplicity, and teamwork

What you’ll do…

  • Represent the Rockets of Awesome voice and brand in all customer communications; under the direction of the Customer Experience Lead
  • Deliver an exceptional customer experience to all Rockets of Awesome customers
  • Respond in a timely manner to all inbound customer communications
    • Emails, Phone, and more!
  • Maintain email and phone quality as determined by your direct manager
    • Tone, Accuracy, Thoroughness, and Composition
  • Fully understand and comply with all Rockets of Awesome policies
  • Expertly navigate the Rockets of Awesome site, and additional operational systems
  • Properly log all calls, emails, and matters that require cross functional reporting
  • Support the Box Assorter team as needed by assorting boxes for customers
  • Identify and own small projects relating to Customer Experience

Who you are...

  • An optimist! You assume the best in people, always.
  • Always able to keep your cool. You approach problems with empathy and a genuine desire to help and feel pretty darn comfortable working in a fast-paced, ever-changing environment.
  • An expert troubleshooter. Tricky situations such as technical issues never throw you for a loop and you’re down to work through the issue to find a solution.
  • A proactive problem solver. You can both identify a problem and propose a solution.
  • A great communicator. Both verbal and written communication skills.
  • An organization geek. Color-coding is your middle name.


Other Requirements and Considerations

  • Previous experience at a customer-centric start-up in a similar role preferred
  • Experience in children’s apparel preferred
  • Experience with Zendesk is a plus
  • Full-time role based onsite in our New York City headquarters