Customer Success Associate

| Santa Monica
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BloomNation is the online floral marketplace that is disrupting the multi-billion dollar online floral space. Our rapidly growing team is backed by the best investors in the industry including: Andreessen Horowitz (AirBnB, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.). In the same way you have seen Uber and AirBnB change consumer behavior, BloomNation has already dramatically changed the way flowers are bought and sent online.

The BloomNation Story (as told by Fast Company):

“As startup stories go, BloomNation’s is among the less likely--and the source of its initial funding is no exception. The idea that a poker pro would invest his winnings into a bid to shake up the floral business sounds far-fetched. But that’s how Daneshgar, Shoraka, and Weisstein financed the launch of BloomNation in 2011, and since then, the online marketplace has blossomed into what its founders envision as the Etsy of the flower industry.

BloomNation takes the local artisan movement that has energized the food and craft markets and applies it to the most sentimental of transactions: sending flowers. On BloomNation.com, customers browse and purchase arrangements directly from local florists, who can trumpet their identities via a bio page and photos. The startup’s three co-founders aim to solve frustrations on both the buyer’s and seller’s ends…”

The Role:

We are looking for energetic and driven Customer Success Associate to join our all-star team. You will work with the country’s best local florists and flower lovers from all over the world. We are looking for rockstar client service associates to be part of our growing client and florist Bloom Expert team!

  • Be the main point of contact for BloomNation customers and florists
  • Handle high volume of user support requests via phone, email and live chat in a professional and efficient manner.
  • Advocate on behalf of BloomNation users and provide them with an outstanding experience while resolving issues and answering questions.
  • Triage incoming support issues, accurately diagnose and escalate anomalies to the engineering team.
  • Use website analytics and help make floral partners more successful on the platform.
  • Use critical thinking to identify trends and inefficiencies to enhance the support process and improve user experience.
  • Build lasting relationships with BloomNation’s network of florists and growing customer base
  • Be a product evangelist, helping customers and florists use BloomNation to change the way flowers are sent around the world!

Desired Qualifications:

  • BA/BS degree required
  • 1+ years of Customer Success or customer-facing roles
  • Ability to demonstrate a customer focus, an entrepreneurial spirit, resilience, attention to detail, a team mentality, and company & industry knowledge.
  • Ability to adapt and thrive in an ever-changing environment
  • Entrepreneurial spirit - Aiming to resolve customer issues by assuming ownership of the outcome and striving for personal excellence
  • Attention to detail - We work in a highly regulated industry, so ensuring high-quality work is imperative
  • Team Mentality- Investing in working as a member of a larger team by working to build relationships with peers, managers, and fellow employees
  • Excellent written and verbal communication skills

The people around you would describe you as:

  • Proactive
  • Creative and able to think outside of the box
  • Friendly, optimistic, and outgoing personality
  • Organized and detail-oriented
  • Passionate, driven, and efficient
  • Extremely reliable, consistent, and hard-working
  • Great sense of humor
  • A team player

Bonus points for:

  • CRM/support tool experience in platforms like Salesforce, ZenDesk, TalkDesk, Google Analytics, etc.
  • SaaS experience 

Company perks:

  • Employee Stock Incentive Plan
  • Health, Vision & Dental
  • Significant opportunity for career advancement.
  • A brand new office on 3rd street promenade, one block away from the ocean.
  • Fully stocked snack bar & weekly catered lunches. 
  • Ability to mold your career and make an immediate direct impact.
  • Flowers, flowers, and more flowers!
  • Working in a fast-paced, fun environment with an eclectic group of people from all over the country (and world).

Interested candidates should submit their resume & cover letter. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • ReactLibraries
    • ReduxLibraries
    • MobXLibraries
    • Node.jsFrameworks
    • GraphQLFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Elastic SearchDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • SalesLoftCRM
    • ChiliPiperCRM
    • MailChimpEmail
    • MandrillEmail
    • MarketoEmail
    • MarketoLead Gen
    • Social MediaLead Gen

Location

We sit right on top the world famous 3rd Street Promenade. You are steps away from endless food options, shopping and the Ocean!

An Insider's view of BloomNation

What's something quirky about your company?

The quirkiness of BloomNation is rooted in the entire team! BloomNation has done an amazing job hiring a team that is not only talented & motivated, but diverse in their individual personalities & interests. Whether it be discovering new music, foods or sales tactics, the team is continuously learning from each other's individual quirks!

Tracy

Implementation Manager

How do you collaborate with other teams in the company?

People are genuinely invested in each others success and my peers and superiors share their expertise with me to make sure that we're all successful. The organizational structure is extremely flat - this intentional lack of egos helps the whole team drive towards a collective goal all the while genuinely having fun and improving at the same time.

Shehab

Account Executive

What are some things you learned at the company?

Working at Bloomnation is amazing because my direct contribution is reflected in the company's success. While working as part of a larger team of vibrant and thoughtful individuals, I have experienced growth in my personal business acumen and sales skills. I look forward to watching BloomNation continue to grow and help small local businesses!

Amber

Account Executive

How does your team reward individual success?

Whether you’re trying out something new that will help the team or just simply excelling at your day-to-day responsibilities, your BloomNation family will recognize it. We will do anything from a shout out at a company-wide meeting during AppreciationNation to bringing in your favorite food and take some time to celebrate you!

Seidy

Sales Development Representative

What are BloomNation Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Online course subscriptions available
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