Customer Experience Specialist

Denver, CO

Customer Experience is at the heart of Feals and a critical function that helps drive innovation and improvement across the company. We're down to earth, don’t take ourselves too seriously and don’t let anything get in the way of delivering an exceptional customer experience. In this role, you will work cross-functionally with the Marketing and Operations teams as well as our co-Founders. 


We are seeking enthusiastic, approachable, and highly motivated problem-solvers to be the first point of contact across our customer experience channels. This role will be customer service oriented, where you'll call, email and chat with prospects and customers, both problem-solving on the fly and acting as a brand ambassador for Feals.


We have built our brand on our unrivaled customer service and personal touch, and our ideal candidate is someone who can represent Feals with clear and concise writing, use informed judgment in every interaction, and problem-solve independently. If you like to work on collaborative teams in a fast-paced environment and want to get in at the ground level, this is the place for you.


This role is based in Denver, Colorado with a hybrid work from home schedule.


What you'll do

  • Take a service-and solution-oriented approach to all interactions, using strong judgment to balance being policy-driven with making it right for the customer
  • Advocate on behalf of the customer to ensure a consistent and valuable experience for them
  • Recommend product improvements based on customer feedback, using both qualitative stories and quantified data
  • Liaise cross-departmentally between Customer Experience, Operations, Marketing, and Product teams
  • Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back-office tools for your team
  • Uphold Feals’ voice through all comments and interactions, including moderating social media comments and messages, to speak naturally and confidently


What you'll need

  • 1-3 years in customer service or a related communications-focused role (at a startup is a major plus, e-commerce even better).
  • Maintain a sense of empathy through all interactions.
  • Ability to communicate clearly, confidently, and enthusiastically while maintaining strong judgment and a solution-oriented approach.
  • Keen sense of grammar and punctuation with the ability to grasp Feals’ voice and tone. Strong writing ability is required.
  • Close knowledge of social platforms and their functionality.
  • A completed Bachelor’s Degree.
  • Ability to work from our Denver, CO office as needed.


Why Feals?

Feals is on a mission to help people feel better with cannabis products that actually work. We provide natural, efficacious, and easy-to-use products that relieve pain, stress, anxiety, and insomnia. We’re a DTC, multi-channel business that takes pride in creating a unique, personal connection with our customers.


Aside from our external partners and fulfillment team, we’re a small but driven team of 9 full time employees split between Los Angeles & Denver. We’re growing rapidly and need your help!


Salary and Benefits

  • Competitive Salary
  • Equity participation
  • Unlimited PTO - 10 days minimum to keep you fresh
  • 401k
  • Top-quality medical, dental, and vision plans
  • Monthly wellness reimbursements
  • A team that embraces creativity, initiative, & humility
  • Opportunities for career advancement within a fast-growing company


Apply for the job

Do you want to join our team as our new Customer Experience Specialist? Then we'd love to hear about you!


We are an equal opportunity employer.


We value a diverse workforce and an inclusive culture.


We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.


Feals is a modern wellness brand delivering thoughtful, cannabinoid-based supplements designed to keep your head clear and help you feel your best.


Our mission is to provide a simple, healthy, better way to feel better.

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