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Customer Experience Associate

| Santa Monica

About Us:

Ladder is a health and wellness brand founded by LeBron James, Arnold Schwarzenegger, Cindy Crawford, and Lindsey Vonn. Ladder democratizes healthy living by breaking down the barriers that prevent sustainable success. We put you in control of your health by offering the best nutrition products coupled with honest and accurate information, and a community of experts to hold you accountable.

Join Us!

We are looking for a talented individual to join our Customer Experience team. As a Customer Experience Associate, you will work directly with our customers as we continue to grow our brand, to solve problems and create an exceptional experience for our customers. You will also work closely with the rest of the business to develop and execute creative ideas for improving the overall customer experience.

This position will report to Ladder’s Head of Customer Experience and will be based at our headquarters in Santa Monica, CA.

What You’ll Do:

  • Take on an array of customer needs via phone, email, and chat.
  • Become an authority on Ladder's products and evangelize our brand.
  • Build rapport with Ladder customers and deliver extraordinary customer service.
  • Notice even the smallest trends and customer challenges to ensure we deliver the best experience possible.
  • Suggest ways to improve our service, streamline processes, and better serve our customers.
  • Master our internal tools in order to efficiently and effectively handle customer relationships.
  • Support CX reporting process as needed.

The following should describe you:

  • Clear communicator with excellent writing and speaking skills who is comfortable starting a conversation with anyone.
  • A great teammate who loves to collaborate and work cross-functionally.
  • Comfortable mastering tools like Shopify, Zendesk [or other helpdesk tools], Asana [or other project management software].
  • Strong listening skills, empathy, and attention to detail.
  • A real passion for making people happy and finding new ways to do so.
  • Familiar with e-commerce and a love for teaching people about new products.
  • Highly motivated, intellectually curious, with a great sense of humor.

What You’ll Get:

  • Daily chances to make an impact at a company that is democratizing health and wellness.
  • Competitive salary and equity opportunities.
  • Generous medical, dental, and vision coverage for yourself and your family.
  • Unlimited vacation policy and 11 company holidays.
  • Smart, friendly culture with flexible hours, a stocked kitchen, and a light-filled office just three blocks from the beach.

 

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • SqlLanguages
    • ElixirLanguages
    • AngularJSFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • AsanaManagement

Location

We are located in sunny Santa Monica on Main Street. Just a block from the beach and surrounded by popular coffee shops and restaurants.

An Insider's view of Ladder

What are some social events your company does?

We are very much a team inside the office and out. Being a health and fitness company, we do team workouts (some even with our founders!), happy hours, birthday's, etc. We are a tight knit group who like to have fun.

Kendall

Sr. Brand Marketing Manager

What projects are you most excited about?

Super excited about building out our digital product offering. We have an amazing opportunity to blend together community and content with eCommerce to create a unique, personalized experience to help one achieve their lifestyle goals.

Moses

Head of Digital Product

What makes someone successful on your team?

The most successful people here are those who are constantly looking to challenge themselves, learn new skills and want to continually grow and develop. You don't have to know every answer, but you have be willing to work hard and collaborate to find it.

Patrick

Director of Operations

What is your vision for the company?

Ladder can become a market-leading brand that stands for quality, transparency, trust, and delicious products, supporting our customers in achieving their goals. To make that happen, we are building an amazing team that enjoys spending time with each other, whether that’s collaborating to disrupt the nutrition industry or doing a circuit workout

Stephen

President

What are Ladder Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
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