**Customer Service Associate (Austin, TX)**

at Prose Austin, TX **Commitment to Safety**

Nothing is more important to us than safeguarding the health of our customers, employees, their families, and the community at large. Effective October 8, 2021, **all US employees as well as all newly hired US employees are required to receive the COVID-19 vaccination (and provide proof) unless granted an approved exemption from this policy due to a medical reason, or because of a sincerely held religious belief.**

At Prose, we dont believe in one-size-fits-most. We create custom hair care thats inclusive to all hair types, needs and preferences. Each of our hair care products is customized to a persons hair needs based on the results from an online consultation. The individual data is processed through a proprietary algorithm and made-to-order in the Prose lab using natural active ingredients. Marrying emerging technologies with the best in beauty, Prose is truly creating something special.

Prose Is looking for Customer Service Associates in the Austin, TX area. This is the opportunity to join a fast-growing startup and an energetic team that works together to deliver creative solutions that are transforming the way people think about and shop for hair care. We are committed to building a diverse and inclusive culture, and are looking for talented problem solvers who lead with passion and who face any task with a positive mindset.

**Role Focus:**

* Connect with the Prose customer across platforms (email, chat, and SMS), providing a hyper-personalized best in class customer experience

* Become an expert on our experience, our product, our ingredients, and our customer.

* Troubleshoot customer issues while meeting productivity and quality goals

* Share customer feedback with the Prose team, work cross functionally with other teams to share customer feedback

* Think creatively about ways to improve the customer experience & streamline internal processes

* Be a part of an energetic, hard working team!

**The Ideal Candidate:**

* Passionate about what we do!

* Excited about connecting with customers and have experience in customer service

* A quick learner, able to work in a fast paced, ever-changing environment with an aptitude for product knowledge

* A strong problem solver and critical thinker who can work independently & troubleshoot on your own

* Detail oriented & organized with impeccable written & verbal communication skills

* Able to multitask

* A team player with a positive, can-do attitude -- were a small, devoted team. There is no task that is too small!

* Innovative, creative & constantly challenging the status quo

* Flexible and able to work one weekend day per week, and some holidays

* Currently remote

* Fluent in Spanish a plus!

**Understand & Embody our Prose Values:**

*Intentional Inclusivity*

* We know the best ideas come from open minds and willingness to listen. While our products cater to the individual, an invitation into our process is always open to our community.

* We value our differences and diverse backgrounds by communicating openly, managing with transparency and striving to understand one anothers perspective. Its a key ingredient to our innovation.

*Connected Collaboration*

* Our strength as a group will outlast our efforts as individual contributors. With offices across countries (and across boroughs) staying inventive and agile deepens our clear vision and consistent communication.

* We stay in a spirit of entrepreneurial collaboration: We do not have consensus at all times, but we trust one another to work toward our common goals. Our success is an expression and result of our progressive and gratifying teamwork.

*Driven, Together*

* We value ownership and coaching that encourages employees to think constructively and creatively about the business. We view employees as leaders and individuals who are accountable, resourceful and responsible. Anyone and everyone is encouraged to lead.

* We recognize that in order to continue thinking one step ahead, we will need to try new things. We strive to provide an open environment that accepts this truth making space for new ideas to emerge.

*Humanity Always*

* We assume good intentions in every interaction keeping ourselves accountable for the climate we create. We seek to understand our co-workers through this lens of conscious bienveillance, authenticity and fellowship.

* We operate with the intention of preserving resources, creating an environment we can all live in--for our business and the world. Sustainable care is essential to our ethos as an organization. We take a mindful approach to how we think about our people (employees) and our planet.

**Perks & Benefits:**

At Prose we value our employees and their well being. As a growing business we aim to stay up to par on the latest perks and benefits for all of our eligible team members. Some of these include but are not limited to:

* A competitive and flexible PTO policy

* Competitive compensation package (base salary, target bonus and equity)

* Company sponsored health care plan ( medical, dental and vision plans)

* 401k matching

* $125 monthly wellness allowance

* FSA and commuter benefits

Location (City) **Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Proses Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To