{"id":713435,"url":"https://alion.io/job/thuma-customer-experience-associate","title":"Customer Experience Associate","company":{"id":685884,"name":"Thuma","domain":"thuma.co","url":"https://alion.io/company/thuma","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":93,"open_postings":7,"ghost_share":0,"stale_share":0.286,"repost_share":0,"time_to_fill_p50_days":58,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":20,"max":28,"currency":"USD","period":"hour","gross":null,"usd_annual":56000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Shopify","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-06-10T16:42:22Z","employer_posted_date":"2026-06-10","last_verified_at":"2026-10-12T04:32:42Z","board_verified":true,"closed_at":null,"days_open":123,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":123},"description":"The Thuma team is looking for a Customer Experience Associate to join our effective, lean, quickly growing team. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn.\nAs a Customer Experience Associate, you'll deliver exceptional 6-star service to our customers, creating a luxurious and seamless experience. You'll remove obstacles, provide support, and make empowered decisions to \"do the right thing.\" This role is perfect for a polished individual passionate about service, design, and bedroom furnishings.\nThuma’s Headquarters is based in the historic Presidio neighborhood of San Francisco. This role is flexible and can be based in San Francisco or remote. The schedule for this position is Saturday through Wednesday. Applicants must be able to work weekends.\nYou Will\nAddress customer inquiries promptly and accurately within our SLA.\nDeliver an unparalleled 6-star customer experience through our various channels, such as email, phone, and social media.\nTrack order statuses, resolve service issues, and coordinate with shipping carrier companies as needed.\nCollaborate with cross-functional teams to find solutions and exceed customer expectations.\nMaintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement.\nBuild brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions.\nMeet individual and team goals and metrics weekly. \nBe present and communicative on Slack and email.\nReport emerging issues or problems to the CX team manager.\nPerform other related duties as assigned by the management team.\nThis Might Describe You\nAvailability to work occasional holidays.\n1-2 years of previous experience in customer support, retail, hospitality, or a similar service role.\nStrong communication skills with an inquisitive nature.\nProficiency in working cross-functionally.\nFamiliarity with Shopify and Gladly is a plus.\nWhy Join Us\n 401(k): Participation in our 401(k) program with company matching up to 6% of your contributions.\nBenefits*: Comprehensive medical, dental, and vision coverage with generous employer contributions, 100% paid parental leave, and company-sponsored One Medical and WellHub memberships.\nEquity: Participation in employee stock option plan.\nPaid Time Off: We operate with a high-performance mindset and we believe healthy, happy, relaxed people do better work. \nTime to Recharge: teams receive select paid holidays, including key company closure days, along with holiday pay when working on designated holidays.\nEmployee Discount **: 40% off almost all Thuma products.\nCell Phone Stipend: $100 per month to support work-related phone use.\nCommute Reimbursement: Up to $150 per month for commuting to our office.\n Room Upgrade: A complimentary product credit upon joining, valued at up to $3,000.\n** Some exclusions may apply\n* Eligibility for compensation, benefits, and perks may vary based on employment status (e.g., full-time, part-time, temporary), work schedule, and applicable holiday policies, and are subject to the terms of the relevant plans and company guidelines.","description_format":"text","description_chars":3205,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Furniture","Mattresses & Sleep 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