Who We Are

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action—and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We are seeking a high-EQ, conversion-aware Customer Experience Concierge. This is not a traditional support role; it is a hospitality-driven position designed for someone who operates like a digital concierge. You will blend deep empathy with a subtle sales instinct to guide customers through their journey—from answering pre-purchase questions at checkout to handling sensitive "cancel/save" retention conversations. If you thrive on building relationships rather than just closing tickets, and you have the "grit" to drive revenue through service, we want you on our team.

What Your Day-to-Day Will Look Like

• Concierge-Level Engagement: Manage high-volume interactions via live chat and email with a polished, warm, and confident brand voice.
• Conversion Support: Proactively engage customers during checkout to resolve hesitations, offer soft sells/upsells, and drive assisted revenue.
• Retention Mastery: Handle "cancel/save" interactions with persuasive communication and genuine empathy to preserve customer loyalty.
• Independent Problem Solving: Resolve complex inquiries related to orders, policies, and products independently, minimizing escalations to the internal team.
• Friction Identification: Act as the "eyes and ears" of the business by flagging customer pain points and suggesting process improvements.
• Data Integrity: Maintain meticulous records in Gorgias (or similar CRM tools), ensuring every interaction is documented for future relationship-building.
• Performance Excellence: Operate in a high-intensity environment, maintaining fast response times while hitting CSAT and QA benchmarks.

What You Bring

• Experience: 1+ year in a customer-facing role (digital chat or email support preferred).
• Communication Mastery: Exceptional written English—clear, empathetic, and human. You can "read the room" and adjust your tone in real-time.
• Technical Speed: High typing speed and the ability to multitask across multiple live conversations without a drop in quality.
• De-escalation Skills: A proven ability to turn a frustrated customer into a brand advocate through professional judgment and empathy.
• Tool Proficiency: Comfort with Google Workspace, Slack, and CRM platforms like Gorgias, Zendesk, or Kustomer.
• Performance Mindset: You are energized by metrics like Response Time, CSAT, and Assisted Revenue.
• Availability: Ability to work flexible shifts (including potential weekends) with coverage extending up to 8:00 PM Pacific Time.

Bonus Points if:

• You have a background in luxury hospitality (hotels, travel, or high-end service).
• You have worked with DTC or eCommerce brands.
• You have specific experience in retention or sales-assisted CX.
• You are familiar with using AI tools to draft or refine customer communications.

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world’s best brands scale. We believe that the right talent, placed in the right role, changes everything - and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

• Fully Remote: 100% Remote work environment, never fight traffic again 
• Health Coverage: HMO or Healthcare Stipend (depending on location) 
• Time to Recharge: 7 Paid Holidays and 6 PTO days/year
• Family First: Dedicated Maternity and Paternity Leaves

Additional incentives for go-getters and proven performers:

·        $25 monthly perfect attendance bonus

·        Performance bonus

·        Anniversary bonus ($100 at 1 year; $200 at 2 years)

·        Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

Your Application Roadmap

You’ve applied, now let’s get to work. Here’s the play-by-play:

• Step 1 Resume Screening: Our hiring team reviews your experience to see how your unique skills align with our high-growth roles.
• Step 2 Recruiter Interview: If we believe we have a great client match, we’ll reach out to schedule a human-to-human chat to discuss your career goals, experience, and what makes you tick.
• Step 3 Online Assessment: This is your chance to shine! You’ll complete a role-specific test, a personality assessment, and your official GA Profile Form so we can represent you.
• Step 4 Match Interview: You’ll meet with one of our Senior Leaders for a deep-dive validation to ensure we’re matching you with the right opportunity. This is your moment to bring your A-game and really shine - it’s the final step for many of our roles! 

Depending on the client, there are sometimes 2 additional steps: 

• Step 5 15-min Prep Call: We’ve got your back. Before the final round, your Recruiter will hop on a quick call to coach you, share insider tips, and ensure you’re 100% ready.
• Step 6 Client Interview: You’ll meet the client to discuss how you’ll help them scale and succeed. Bring your metrics and be on your A-game - this is your last chance to make a great first impression!  

Join our 100% remote global team today, and grow with GrowthAssistant!

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.