Who are we: Caraway is a home goods brand on a mission to craft well-designed, non-toxic kitchenware that thoughtfully raises the standards of what you cook with. We’re passionate about creating elevated products, free of chemicals, that are better for you, your family, and the world. We prioritize a holistic approach to the creation of Caraway products. We partner with ethical manufacturers where their employees are safe, paid fairly, given benefits, and work regulated hours. Our eco-friendly manufacturing process releases less CO2 into the environment than traditional non-stick coatings and we engage in sustainable packaging practices, free of single-use plastics and ship in packaging made from recycled materials. We pride ourselves on continuously striving to do and be better - for you and the planet - every step of the process. 

Since launching in November 2019, we’ve become one of the fastest growing digitally-native brands of the last decade and are now sold in retailers including Target, Bloomingdale’s, Crate & Barrel, Container Store, Costco, Zola, and many more.

We’ve amassed over 65,000 five-star reviews from happy customers and hundreds of press hits from the likes of Vogue, Domino, Good Housekeeping, Food & Wine, Architectural Digest, PureWow, Fortune, CNN. 

Caraway is a fully-remote company filled with motivated and hardworking innovators and doers. We’re continually developing programs to support our distributed team to ensure a successful remote experience. If you’re looking to join a brand that folks love, read on and apply! 

The Opportunity:We are actively looking for an experienced and motivated Knowledgebase & Training Associate, CX; reporting to our Knowledgebase & QA Manager. This individual will be instrumental in shaping the performance and success of our CX team (Customer Experience). The role involves executing ongoing training initiatives aimed at continuously enhancing the capabilities of new and existing agents, ensuring they stay abreast of best practices, product updates, and evolving customer needs. The Knowledgebase & Training Associate’s contributions will directly impact the quality of customer interactions and the confidence of our agents, driving our relentless pursuit of excellence within customer experience.Who You Are: The ideal candidate is an energetic and creative professional who thrives on combining knowledge, training, and creativity to elevate the experience of our customer’s journey. We are seeking a creative and hands-on individual who possesses a passion for knowledge sharing and is excited to dive into industry trends. They are passionate about fostering a culture of constant learning and continuous improvement, the ideal candidate is always striving to provide our agents with the best support possible. They excel in fast-paced environments where teamwork and fresh ideas are valued. Their passion for continuous improvement and developing the best-in-class customer experience makes them an ideal candidate for this role.

Responsibilities:

• Maintain comprehensive training materials, platforms, and resources for new and existing customer support agents
• Perform knowledgebase and training material audits to flag areas for updates and learning opportunities
• Collaborate with our QA and CX Management team to pinpoint and implement improvements in guides and processes
• Gather and analyze agent feedback on training sessions and materials for opportunities to enhance the function
• Execute training support surrounding new and existing product launches to cross-functional & external partners, such as affiliates, growth agencies, and similar groups
• Conduct weekly research to produce a monthly report on industry trends related to non-toxic claims, industry developments, and consumer preferences
• Conduct regular audits of website and marketplace partners to confirm product page accuracy
• Support the Knowledgebase and QA Manager in conducting training sessions and refresher courses for new and existing agents as needed
• Monitor marketplace accounts via BazaarVoice and respond to customer inquiries 

Knowledge, skills, and abilities:

• Entry Level
• Experience with knowledgebase systems such as Notion, preferred 
• Strong attention to detail 
• Strong verbal and written communication skills with both internal and external stakeholders
• Effective organizational skills; ability to manage various competing priorities
• Flexibility to adapt to changing situations and priorities 
• Ability to deliver effective training sessions using various methodologies and tools
• A desire to deeply understand customer needs and expectations and consistently incorporate into materials

Caraway Life:

Caraway is an exciting, fully remote DTC retail startup company that is bringing kitchenware and home goods into the modern era, leading from a non-toxic and sustainable foundation.Team: You will be joining a passionate and collaborative fully-remote team that prides itself on high-quality work, supporting one another, sharing our successes, and building a brand we truly love, together. Culture: At Caraway, we value continuous learning and career growth. We strive to continually optimize our processes, ensuring that we’re thoughtful in everything we do, both internally and externally. We listen to our employees and customers, celebrate our wins, and constantly look for ways to be better for our team, and the world. Workplace: Being a fully-remote company, we have no headquarters and are truly distributed across the country. Our leadership team sits on both the East and West Coast and we have folks in a variety of states. We offer a monthly stipend towards co-working space should folks need to switch up their working environment every now and then.Benefits: We value you and your family. With this in mind, full-time eligible employees are provided: 

• Health, dental, and vision offerings for you and your dependents
• Competitive salary equity options 
• Unlimited PTO 
• 11 paid holidays
• 3 months Parental leave
• Fully Remote Company
• Company-sponsored monthly wellness stipend
• Company-sponsored monthly coworking stipend
• Pre-tax Commuter and FSA/Dependent Care FSA, and HSA options
• 401(k) plan
• High quality home and kitchen product swag, F&F discounts

Caraway is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status