Member Service Specialist

Thrive Market was founded in 2014 with a mission to make healthy and sustainable living easy and affordable for everyone. As an online, membership-based market, we deliver the highest quality healthy, and sustainable products at member-only prices, while matching every paid membership with a free one for someone in need. Every day, we leverage innovative technology and member-first thinking to help our over 1,700,000+ members find better products, support better brands, and build a better world in the process.

We are also a Certified B Corporation, a Public Benefit Corporation, and a Climate Neutral Certified company.

Join us as we bring healthy and sustainable living to millions of Americans in the years to come.

We are looking for Member Services Specialists to help our members lead healthier lives by addressing their questions, needs, and concerns. This includes assisting with order questions and issues, troubleshooting technical problems, making retention offers, processing membership cancellation requests, assisting with website navigation, recommending products for specific diets, and more. To excel in this role, you'll need a strong passion for delivering exceptional customer experiences and helping members get the most out of their Thrive Market membership.

Compensation starts at $18 per hour. We are hiring remote team members for full-time positions. The shift is Tuesday to Saturday, with start times ranging every 30 minutes from 6:00 AM to 8:30 AM PST. Your specific start time will be discussed during the interview process. Once your start time is assigned, you can expect to work that schedule for 8 months to 1 year before any potential changes.

Onboarding for this role will take 3 weeks, is conducted remotely, and may be scheduled Monday to Friday.

• Provide excellent customer support via chat, phone, text, and email channels.
• Address member questions and concerns, including shipping inquiries, damaged orders, website/app troubleshooting, account updates, cancellation requests, and more.
• Educate shoppers on the benefits of Thrive Market membership, highlighting features, perks, and benefits that align with their needs to encourage membership retention.
• Become a subject matter expert on our growing catalog of products and supported dietary values to identify cross-sell opportunities and improve average order value (AOV).
• Collect and record customer insights through our CRM platform, providing valuable data to organizational stakeholders.
• Stay informed about department updates by reading Slack communications and attending team meetings and training sessions.
• Engage in 1:1 conversations with your team lead to review performance, discuss best practices, and receive guidance on handling specific situations.
• Be comfortable working at a desk with a laptop, keyboard, mouse, monitor, and headset.
• Adhere to your schedule by taking breaks and lunches at designated times.

• You are passionate about health and wellness and believe in Thrive Market's mission.
• You possess excellent written and verbal communication skills and can engage effectively with members.
• You are comfortable assisting members across all channels for an 8-hour workday.
• You are proficient in Google Apps (Calendar, Mail, etc.) and have experience using Customer Relationship Management (CRM) tools.
• Call center experience is helpful, but not required.

• Great listener who can recognize customer cues and provide the appropriate solution.
• Ability to distinguish between minor and major issues and respond accordingly.
• Creative and analytical problem solver who thinks critically to resolve challenges.
• Receptive to feedback and quick to implement suggestions for improvement.
• Strong…