Customer Service Associate


Formulate is building a technology platform and a movement to fundamentally change the way personal care products are designed, manufactured & distributed. We are ushering in the "chemist-to-consumer" movement - an end to mass-produced skin, hair, and oral care products, and an eventual new purchasing paradigm in personal care.

We are looking for an energetic, self-starting, candidate with great communication skills and a passion for customer experience.

What would you be doing?

  • Support and provide superior service to our customers; address customer issues and ensure effective and long-term problem resolution.
  • Ensure customers understand product information, and provide additional information to customers as needed; listen attentively to customer needs and concerns.
  • Provide timely and accurate information to customers regarding order status and product knowledge requests; also providing timely feedback to the company regarding any issues or customer concerns.
  • Assist in developing new ways to solve customer problems and improve the customer experience
  • Process customer orders and interact with them in a warm, friendly, and professional manner
  • Exploring new opportunities to add value to the organization
  • Processing Returns/Exchanges
  • Promoting additional products and services by recognizing opportunities to explain new features
  • Answer inquiries by researching, locating, and clarifying desired information
  • Prioritizing responses and follow-ups based on urgency of request, and escalate unresolved issues in a timely manner
  • Be on the front lines of driving our customer experience to the next level (live chat, email, social media, etc.).
  • Provide exceptional service; address customer issues and ensure effective resolution.

What does success look like in this role?

  • You have strong verbal and written communication
  • You have a strong interest and understanding of Formulate's mission and values
  • You are a team player with a professional, upbeat, and positive attitude
  • You have excellent time management and organizational skills
  • You are a self-motivator

What you would get from Formulate?

  • 100% work from home
  • The rare opportunity to join one of the hottest tech-enabled consumer startups with offices in San Francisco and St. Louis
  • A collaborative work environment where your input is highly valued
  • Competitive compensation
  • Paid Timeoff