Jow is reinventing how people plan, shop, and cook meals at home. On the Jow app, users can choose from our catalog of delicious recipes based on their preferences and have the ingredients delivered directly to their door. Since launching in 2018 in France, Jow has over 7 million users (that’s 10% of the French population!). We’re building a team of entrepreneurial, curious people who want to help us grow Jow in the US. World-class investors (including those behind Twitter, Facebook, Spotify, and Deliveroo) have jumped on board to support us as we expand into a global business. 

Jow is seeking a detail-oriented Customer Experience Coordinator to join our US team. You will be the number one representative of our US customer, providing solutions, insights, and feedback to the rest of the team on the issues of our customers. 

This is a full-time, in-person/hybrid role (3 days in office) based in New York, NYC.

As Customer Experience Coordinator, you’ll:

• Build and foster relationships with the Jow community: be the voice and champion of our product and find authentic ways to connect, support, and interact with customers 

• Delight customers and assist them with their needs through Jow Customer Support (chat and email). You will be expected to work outside of the standard work day at high volume times (your schedule will be adapted to give you rest time in compensation for this)

• Develop and implement a scalable customer support strategy that prepares the team for rapid growth and future expansion - through efficient workflows, selecting the right tools and technologies, building self-service resources

• Be the eyes and ears of the Jow customer: Maintain daily recordings and documentation of issues and resolutions in a database for cross-functional teams to review 

• Attend weekly meetings to engage with team members, review weekly performance, brainstorm creative ideas, and sync on initiatives

• Manage Jow’s US Support assets e.g. FAQs, templates, and documentation, updating and adjusting as our product offering evolves 

• Be a bug detector! Constantly be hunting for bugs, glitches, and errors in the app so we can catch them early and fix them for the best customer experience

• Collaborate closely with the food team to enhance the customer shopping experience by increasing the referencing of SKU items in our back office

• Conduct research with available resources to satisfy customer inquiries

• Take on other duties as assigned - you’re not afraid to get your hands dirty!

• You have 1+ years of experience in customer service or similar customer facing work 

• You’re a native English speaker

• You are open and collaborative, and proactive in your relationships and work: no work is beneath you, and you’re not afraid to ask questions and build relationships

• You love data and are analytical in your approach

• You’re a grammar and spelling nerd: incorrect punctuation irks you! 

• Strategic thinker as well as an agile executor who is able to pivot quickly 

• A self-starter who is excited to be part of an international team and is comfortable working cross-culturally

• You are patient and willing to take the time to solve tough cases

• You have an interest in our mission to make it easier for Americans to eat more healthfully 

Benefits:

• Generous medical, dental, and vision benefits

• Unlimited PTO & paid holidays

• Possible monthly stipend to be spent on yourself (gym membership, beauty or other self-care treatments, food, etc.), dependent on location

• 401(k) plan with company matching

• A space in the New York office

• Occasional travel to Paris HQ, conferences, or other marketing activations 

Jow is committed to building a company that not only represents but also includes individuals across different backgrounds and perspectives. Everyone deserves an equal seat at the dinner table.

Jow intends to offer competitive base pay within the stated range, dependent on job-related, non-discriminatory factors such as experience, skills, and qualifications. To further compensate and recognize our employees for their work, our total compensation package includes equity and a robust benefits package. The anticipated annual base salary range for this role is $50,000-60,000.

#1 Screening Interview (15-20 minutes)
#2 Marketing Team Interview (45 minutes)
#3 Take-Home Assignment (<2 hours)
#4 Review Case Assignment (30 minutes)
#5 Culture Fit Interview (30-45 minutes)
#6 Offer contingent upon references