Consumer Love Specialist

Consumer Love Specialist

The Consumer Love Specialist will be responsible for ensuring our consumers have exceptional experiences with our brand by engaging with consumers, resolving their questions or problems, and acting as their advocate. You will be at the forefront of building and maintaining strong relationships with our consumers through various communication channels, including direct outreach (phone, email), e-commerce shipment support, and social media. You will partner with the Consumer Experience Team to deliver amazing support to our consumers and help ensure that they feel taken care of as if they were your own friends or family.

Key responsibilities include:

• Field inbound inquiries and complaints from consumers via phone, email, chat, social media channels, ratings & reviews, etc.
• Resolve consumer issues related to e-commerce shipments promptly and effectively by working with key internal and external stakeholders.
• Answer customer questions for our online wholesale marketplace.
• Collaborate with cross-functional teams to resolve complex consumer concerns.
• Organize and facilitate "surprise and delight" shipments to consumers.
• Manage inbound donation requests, shipments, and requestor information.

Additionally, you will:

• Provide product information and education to consumers when necessary, leveraging internal stakeholders that can resolve their questions or concerns.
• Ensure accurate and thorough data collection and entry into CRM system
• Collaborate with quality, marketing, brand, legal, and product development teams to relay consumer feedback and contribute to product improvement efforts.
• Coordinate with the e-commerce team to streamline shipment processes and resolve order-related issues.
• Interface with external partners and agencies to help inform and support their work.

What you bring to the table:

• Education / Experience
• 4+ years of experience in customer service (assisting consumers via email, phone, social media, and/or in person). High-growth experience is a plus.
• Proven, strong communication and interpersonal skills with the ability to deeply connect and empathize with consumers.
• Experience with customer service software (e.g. CRM) and social media management tools.
• Experience with premium CPG or other consumer brands a strong plus.
• Exceptional time management skills, ability to prioritize tasks.
• Strong problem-solving / resolution abilities and the ability to remain calm under pressure.
• Bachelor's Degree preferred.
• Bilingual English & Spanish a plus.
• Personal Characteristics
• Passionate people-lover excited by the opportunity to build strong relationships with our consumer base and deliver amazing experiences.
• Thrive in a dynamic, lean, and agile environment.
• Self-starter who takes initiative and speaks their mind.
• Excited to be part of a fast-moving team with the ability to be a leader and a follower.
• Collaborative mindset with an ability to find creative solutions.

Location and travel:

The position will be based onsite in Walnut Creek, CA. We strongly believe in the power of culture and community and have a hybrid work structure with 4 days in the office on a weekly basis to encourage collaboration and personal connections that will allow us to better serve our customers and consumer and to have more fun. Fridays are flex days with employees having the opportunity to choose to be either in the office or to work from home based on what makes most sense for them.

Pay transparency:

The expected starting salary range for this role is $105,000- $115,000 per year. We may ultimately pay more or less than the posted range based on the location of the role. The amount a particular employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and business needs.

Seasoned for success:

• No two days here are the same.
• We try to be good team members and good communicators, but we don't live by hierarchy and structure everyone is a difference maker here.
• We make a lot of decisions in the face of incomplete information our team embraces ambiguity and tries to make good decisions fast rather than great decisions slow.
• We believe our job is to take smart risk, not to eliminate risk.
• We believe in growing our skills and becoming a better company with more managerial expertise, but we are an entrepreneurial company at heart.
• We aren't trying to be average we want to do exceptional things, and we are willing to work hard to achieve them.

Benefits that bring more to the table:

We offer a range of total rewards that may include paid time off, 401k, bonus / incentive eligibility, equity grants, competitive health benefits, and other family-friendly benefits, including parental leave. Kinder's benefits vary based on eligibility and can be reviewed in more detail during the interview process.

Our recipe for balance:

We believe great culture starts with people. We're a people-first company built on connection, collaboration, and balance. Most of our work happens in the office to spark creativity and community, but we also offer flexibility so team members have the autonomy to work outside the office when needed to support their work-life balance and personal commitments.

Where every ingredient matters:

Kinder's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need any accommodation during the application process or to perform these job requirements, please reach out to us at View email address on click.appcast.io