Customer Experience Coordinator

About Ritual

Ritual is a personal health brand that is building the future of daily essentials. Our mission is simple: we help turn healthy habits into a Ritual. We started by creating the first visible supply chain of its kind and reinventing the daily multivitamin from the ground up. Now, together with some of the world’s leading scientists, researchers and advisors, we’re developing a new standard of high-quality, traceable daily products across new categories. Hundreds of thousands of customers across generations trust us, and we are growing quickly. 

We’ve built a team of over 120 (and counting) curious skeptics, world-class scientists, unconventional artists, expert marketers, and analytical strategists. We’re venture-backed and based in sunny Los Angeles. If you’re looking to challenge the status quo and be challenged to do the best work of your career, join us.

Essential 

We are seeking an enthusiastic and proactive Customer Experience (CX) Coordinator to join our team. In this role, you will engage with Ritual customers across various contact channels (including social platforms) and respond to escalated inquiries related to our products and subscription experience. You will play a crucial role in delivering a white-glove customer experience, ensuring our customers feel valued and supported. Our team is passionate about health, wellness, and innovation, and we're looking for a dynamic individual to join us in this mission.

• Respond to customer inquiries in a timely and accurate manner across various channels (e.g., email, social media direct messages).
• Provide detailed and knowledgeable answers to questions about our products, their benefits, and usage.
• Maintain a high standard of customer service and ensure all interactions reflect our company values.

• Monitor social media platforms (Instagram, Facebook, Twitter, TikTok) for customer inquiries, comments, and feedback.
• Engage with our online community by responding to comments and messages promptly and professionally.

• Escalate any critical issues or feedback to the appropriate internal teams.

• Handle complex customer inquiries and escalations with a focus on providing a white-glove experience.
• Collaborate with internal teams to resolve customer issues efficiently and satisfactorily.
• Follow up with customers to ensure their concerns are fully addressed, and they are satisfied with the resolution.

• Develop a deep understanding of Ritual products and their benefits.
• Stay informed about new product launches, updates, and company initiatives.
• Share product knowledge with customers to help them make informed decisions and enhance their experience.

• Customer Focused. You have a passion for providing exceptional customer experiences. You’re able to determine a customer’s primary need and anticipate their next question. 
• Curious. You’re a skeptic who keeps digging for the full answer and then some to deliver back to our customers.
• Communicator. You have excellent written and verbal communication skills to both those you work with and the customers we support. 
• Self Motivated. You thrive in a fast-paced, dynamic environment that requires independent problem-solving and proactivity.

• Education: BS/BA, or equivalent experience
• Experience: 1+ years of experience in customer support; preferably at a B2C and/or CPG organization 
• Experience with subscription-based products is a plus 
• Strong interest in health, wellness, and nutrition, as well as knowledge of Ritual products is a plus.

• PAY RANGE:  $40,000 - 65,000
• Your base salary is one part of your total compensation package. The salary range represents the entire compensation range for this position. Exact compensation will depend on a number of factors, which may include the successful candidate's skills, level, years of experience, technical expertise, and other qualifications. Not all candidates will be eligible for the upper end of the salary range. This role is also eligible for equity + generous benefits + 401k + unlimited PTO etc - see our list of perks/ benefits below. 

• 401k Match - Up to 4%
• Medical/Dental/Vision/Life Insurance
• Healthcare & Dependent Care FSA
• 20 Weeks of 100% paid Parental Leave + 4 weeks of flex time upon return for birthing people
• Talkspace access for mental health support 
• Pet Insurance discount
• Unlimited PTO Policy - 2 weeks (10 days) minimum to keep you fresh
• 11 paid holidays
• 7 additional paid days off around holidays
• 12 “Fourth Fridays” off - Days the entire company takes off each month to recharge
• 4 “Ritual Days of Action” - Days the entire company volunteers
• Focus Fridays - No meeting days to focus on heads-down work and development
• Free Ritual Products
• Annual Wellness stipend
• Monthly Childcare stipend
• New hire Work from Home stipend
• Bi-Annual Performance Reviews
• Bi-Annual in-person company events
• Monthly wellness activities 

Why Ritual?

Since launching in October 2016, Ritual has grown to be a cultural revolution in the health industry. We’re not about pseudoscience, half-truths or health fads. We are simple, effective, and backed by real science.

Ritual is an Equal Opportunity Employer. We are committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together.

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