Customer Success Associate at Nuuly (Full-Time, Sunday-Thursday 6AM-2PM EST)

About the Role

Nuuly is seeking a Customer Success Associate to provide first-level support by efficiently handling routine customer queries and resolving common problems. This position demands excellent communication skills, attention to detail, and a dedication to delivering outstanding customer service.

Working under the supervision of the Customer Success Supervisor, the associate will engage with new and prospective customers, assist them through their shopping experience, respond to order-related queries, and contribute to strengthening the brand.

Work Schedule

The role is scheduled from Sunday to Thursday, 6:00 AM to 2:00 PM EST, with potential schedule adjustments based on business requirements.

Primary Responsibilities

• Handle customer questions via chat and email promptly and clearly
• Provide precise details about company services and policies
• Resolve standard issues including subscription status, refund processing, and billing concerns
• Escalate complex cases to senior support staff as appropriate
• Follow leadership directions to address customer concerns effectively
• Balance empathy for customer needs with the company’s business objectives
• Collect customer feedback and communicate it to relevant teams to improve service

Qualifications

• Previous experience in customer service or a similar function is required
• Demonstrated enthusiasm and knowledge of URBN brands, customers, and products
• Reliable and stable internet connection is essential

Compensation and Benefits

The hourly wage for this position is $15.00.

URBN offers a comprehensive array of benefits that may vary by location and employment type, including medical, dental, vision coverage, paid time off, employee discounts, retirement plans, and more.

Diversity and Equal Opportunity

URBN is dedicated to fostering an inclusive workplace, welcoming applicants without regard to race, gender, religion, disability, national origin, and other legally protected categories. The company promotes a safe and respectful environment and provides anti-harassment training for all employees.