Boll & Branch

Engage with customers via email, phone, and chat to resolve inquiries, foster relationships, and gather feedback to improve customer experience. | Requires high processing speed, experience with customer support software, and a flexible, positive attitude; associates degree preferred. | You are the ideal candidate if you are obsessed with our customer and our category. You are positive, energetic, and endlessly resourceful. We want someone who is motivated by learning and ready to take on a variety of responsibilities to grow at Boll & Branch, no task is too small or too big! This role will build relationships with our customers and drive lifetime value. The ideal associate is a dedicated advocate for our customers, with a strong service aptitude and a genuine passion for helping others. They deliver exceptional, people-first support while working with speed, accuracy, and efficiency. By balancing thoughtful problem-solving with timely execution, they consistently meet customer needs and create positive, memorable experiences. If making people happy through efficient, high-quality service energizes you, this is a role you’ll truly enjoy. What you’ll do: Engage with customers via email, phone, and chat to resolve a range of inquiries, from routine to complex, including order placement, inventory checks, order and delivery updates, and general questions Foster exceptional customer relationships through unreasonable hospitality, anticipating individual needs and delivering personalized, engaging experiences that make every interaction feel thoughtful, warm, and memorable. Manage post-order resolution by investigating lost or delayed shipments through USPS and UPS, processing returns to HQ, and delivering accurate reporting and visibility. Gather and provide customer feedback to leadership, ensuring insights are shared with relevant teams, including Customer Insights and Marketing to drive meaningful improvements and enhance the overall customer experience Monitor your own inbox, ensuring customer inquiries are handled and responded to promptly and professionally Your goals: Create memorable moments in Customer interactions that can’t help but be shared Manage personal customer satisfaction score through continuous relationship building Inspire Trust and Loyalty - Build lasting relationships by being reliable, empathetic, and genuinely invested in the customer’s happiness Collaborate with your team to continually improve processes, and customer journeys Demonstrate ownership by taking initiative autonomously to resolve issues and improve the customer experience Stay current on product knowledge to drive sales, identify upsell opportunities, and advise customers based on their needs and our product offerings. Requirements: Associates Degree preferred or equivalent experience Ability to work on-site in Summit, NJ two days per week Operate with a high processing speed and sense of urgency to meet KPIs, maintaining 12 tickets per hour and 84 tickets per day Experience with Zendesk & Shopify or similar software Customer Experience, retail, or hospitality background preferred Be flexible and resilient to adapt to changing situations and priorities while maintaining a positive, customer-first mindset in a fast-paced environment Must thrive in a high-energy environment and contribute positively to the team culture; a friendly and approachable demeanor is highly valued Truly love being with and around people -- and others should feel the same way about you Learn Boll & Branch's social mission and be inspired to be a part of what we're doing, embodying an entrepreneurial spirit Stay highly organized and efficiently handle multiple projects at once. Love a great challenge, be ready to learn and have a `no task is too small' attitude The primary location for this role is Summit, NJ. We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have flexibility to work remotely. Currently we are operating under a hybrid model whereby all teams work in an office a minimum of two days per week (Tuesdays/Thursdays) and may be provided flexibility to work from home on other days. There may be times when you're asked to work in our Summit, NJ headquarters because it's in the best interest of our business or your team. The hourly base salary rate for this role is $22.00. It is important to note that our salary ranges are based on paying competitively for our size, industry, and the market and are one part of the total rewards that we provide. Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, scope of the role, and internal peer benchmarking. This role is not eligible for relocation assistance. Additionally, Boll & Branch will not commence an immigration case or 'sponsor' an individual for this position (for example, H-1B or other employment-based immigration). The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. You must be able to complete all physical requirements of the job with or without a reasonable accommodation. What We Offer: Medical, Dental, Vision, and Life/AD&D insurance Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount About Boll & Branch: At Boll & Branch, we don’t make bedding like everyone else. We make it better. In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do. We are: Cultivators of the Highest Quality Threads Pioneers in 100% Organic Cotton Free from Toxins at Every Step 100% Traceable from Farm to Finish Committed to Fair and Ethical Treatment for All Boll & Branch has over 150 employees, and we are headquartered in Summit, NJ, with a second office in New York, NY and a dedicated Photo Studio in New Providence, NJ. In 2019, to propel our growth, we raised $100M from L Catterton, a leading consumer goods private equity fund. We are also progressively expanding our retail and wholesale footprint. While the heart of our business lies in the direct-to-consumer online model, we also have several retail stores around the country as well as partnerships with Bloomingdales and Nordstrom. Boll & Branch LLC is an equal opportunity employer.

Engage with customers across multiple platforms to assist with orders, inquiries, and delivery status. Maintain exceptional relationships with customers and personalize interactions to drive satisfaction and loyalty. | An associate's degree is preferred, but no experience is necessary, although a retail background is a plus. Candidates should be organized, energetic, and possess a love for customer interaction. | You are the ideal candidate if you are obsessed with our customer and our category, positive, energetic, and endlessly resourceful. We want someone who is motivated by learning and ready to take on a variety of responsibilities to grow at Boll & Branch, no task is too small or too big! This role will build relationships with our customers and drive lifetime value This team sits at the heart of the entire company and has a pulse on our most important asset - our customer. As we expand into new categories and verticals, this function will become increasingly more important. Quite simply, the Boll & Branch Customer Experience team plays an irreplaceable role in our success as a company and is a crucial part of everything we do from marketing to operations. The perfect associate aspires to be a fantastic advocate for our customer, delivering superior service and delighting people. If making people happy is something you love to do, you'll love this job. What you’ll do: Engage with customers across multiple platforms (email, phone calls and chats) which might include placing orders, inventory checks, order status, delivery status and overall general questions Maintain exceptional relationships with our customers and cater to their needs, personalizing and engaging during every interaction Investigate lost or delayed orders by tracking shipment paths via USPS, and UPS Process returns shipped to HQ and provide reporting and visibility as needed Partner with the customer insights team to surface customer feedback Partner with the retention team to execute marketing campaigns Work cross functionally to identify issues, solve problems and share communications Process gift cards, and hand written notes for physical gift card customers Manage our customer chat messages in a quick and timely manner Your goals: Maintain department SLA and overall budget Manage personal customer satisfaction score through continuous relationship building Maintain our KPI’s and responses per hour Deliver Unreasonable Hospitality wherever you can Requirements: Associates Degree preferred No experience necessary, but retail background is a major plus! Truly love being with and around people; and others should feel the same way about you Want to be a part of a high-energy startup culture and add to it Learn Boll & Branch's social mission and be inspired to be a part of what we're doing Be incredibly organized and able to juggle many projects simultaneously with a positive attitude Experience with Zendesk & Shopify or similar software is a major plus Possess a high processing speed and operate with a sense of urgency Have an Entrepreneurial spirit Love a great challenge, be ready to learn and have a `no task is too small' attitude Comfortable commuting to our Summit, NJ headquarters with a requirement to come into our office 3-5 days a week. The primary location for this role is Summit, NJ. We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have flexibility to work remotely. Currently we are operating under a hybrid model whereby all teams work in an office a minimum of two days per week (Tuesdays/Wednesdays) and may be provided flexibility to work from home on other days. This role will require you to work in our Summit, NJ headquarters because it's in the best interest of our business or your team. The hourly rate for this role is $20.00. It is important to note that our salary ranges are based on paying competitively for our size, industry, and the market and are one part of the total rewards that we provide. Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, scope of the role, and internal peer benchmarking. This role is not eligible for relocation assistance. Additionally, Boll & Branch will not commence an immigration case or 'sponsor' an individual for this position (for example, H-1B or other employment-based immigration). The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. You must be able to complete all physical requirements of the job with or without a reasonable accommodation. What We Offer: Medical, Dental, Vision, and Life/AD&D insurance Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount About Boll & Branch: At Boll & Branch, we don’t make bedding like everyone else. We make it better. In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do. We are: Cultivators of the Highest Quality Threads Pioneers in 100% Organic Cotton Free from Toxins at Every Step 100% Traceable from Farm to Finish Committed to Fair and Ethical Treatment for All Boll & Branch has over 150 employees, and we are headquartered in Summit, NJ, with a second office in New York, NY and a dedicated Photo Studio in New Providence, NJ. In 2019, to propel our growth, we raised $100M from L Catterton, a leading consumer goods private equity fund. We are also progressively expanding our retail and wholesale footprint. While the heart of our business lies in the direct-to-consumer online model, we also have several retail stores around the country as well as partnerships with Bloomingdales and Nordstrom. Boll & Branch LLC is an equal opportunity employer.

Manage full lifecycle new store opening projects, coordinate internal and external teams, maintain budgets and timelines, mitigate risks, and provide onsite support during openings. | 5+ years project management in retail or store development, strong leadership and communication skills, proficiency with project management tools, willingness to travel, and PMP or comparable certification preferred. | Description: • End-to-End Project Management of multiple full-lifecycle new store opening projects from initial scoping to grand opening ensuring all milestones are met on time and within budget. • Act as the hub for internal teams (construction, merchandising, operations, finance, legal, IT, marketing) and external vendors — driving alignment and accountability. • Build and maintain a scalable NSO playbook, workflows, and communication protocols. • Manage budgets across projects; track spend, report variances, and identify cost-saving opportunities. • Identify and mitigate risks, escalating and resolving issues quickly to maintain momentum. • Report progress to leadership; maintain detailed timelines and project documentation. • Support wholesale launches by partnering with wholesale, creative, and construction teams on store-in-store and partner buildouts. • Provide onsite support as needed during openings to ensure smooth operational turnover. Requirements: • 5+ years in project management or business operations, preferably in retail or store development. • Proven ability to lead cross-functional initiatives and hold stakeholders accountable. • Exceptional communication skills; able to influence at all levels. • A true self-starter with a startup mindset—resourceful, adaptable, comfortable navigating ambiguity, and continuously iterating to improve outcomes. • Strong analytical and problem-solving skills—able to assess trade-offs and drive effective decision-making. • Proficiency in Microsoft Office Suite or Google Workspace; comfort with project management tools. • Willingness to travel, with flexibility during critical project phases. • Nice-to-Have PMP or CAPM certification, or comparable project management training. • Experience with project management tools (e.g., Asana, Smartsheet, Monday.com, MS Project). • Familiarity with lease negotiation and retail construction processes. • Experience opening multiple stores within a luxury or high-touch retail environment. • The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. • You must be able to complete all physical requirements of the job with or without a reasonable accommodation. Benefits: • Medical, Dental, Vision, and Life/AD&D insurance • Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program • Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program • Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount