Customer Success Specialist

We're looking for a Customer Success Specialist professional who loves helping people and can provide quick, thoughtful, and accurate support to our community of parents and caregivers.

You'll be part of a small, mission-driven team focused on improving children's gut health. This role is perfect for someone who enjoys problem-solving, thrives in fast-moving environments, and understands that great service builds lasting trust.

Why You'll Want to Join:

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Up to 14 days of Paid Time Off annually (starting Day 1)
• Observance of Holidays (based on your location)
• 100% remote setup so you can work wherever you feel most productive
• Join a growing health and wellness startup making a real impact in families' lives
• Work closely with a collaborative, supportive team that values initiative and ownership

What You'll Work On:

Customer Support and Communication

• Respond to customer inquiries across email, chat, and social media channels
• Handle questions about orders, subscriptions, product usage, and shipping
• Provide empathetic, accurate, and solution-oriented responses that reflect our brand's tone and values
• Escalate complex issues to the operations or product teams when needed

Community and Experience

• Track recurring feedback and identify opportunities to improve the customer experience
• Collaborate with marketing and operations teams to align on promotions, product launches, and service updates
• Support subscription management, refunds, and replacements with attention to detail and care
• Help maintain FAQs, help-center content, and internal customer response templates

Operations and Insights

• Maintain accurate customer records and case histories using CRM tools (e.g., Gorgias, Zendesk, or similar)
• Report trends, pain points, and insights that can help improve retention and satisfaction
• Participate in weekly check-ins to discuss service metrics and share process improvements

What You Bring:

• 2+ years of experience in customer service, support operations, or community management (DTC or health brand experience a plus)
• Strong written and verbal communication skills with a friendly, professional tone
• Organized and comfortable managing multiple inquiries and priorities at once
• Empathy and patience when interacting with parents and caregivers
• Experience using tools like Shopify, Gorgias, Zendesk, or Intercom
• A proactive mindset and comfort working in a small, fast-paced startup environment

Nice to Have

• Background or interest in health, wellness, or consumer nutrition
• Familiarity with subscription or e-commerce platforms
• Ability to create support documentation or process improvements
• Experience gathering and summarizing customer insights for product teams

How to Apply:

Please include:

• Your updated resume highlighting relevant customer support experience
• A short 1–2 minute Loom video introducing yourself and describing a time you went above and beyond for a customer

Only candidates who submit a Loom video will move forward.

If you're the type of person who genuinely enjoys helping others and wants to make an impact at an early-stage health brand, this is a chance to grow with a team that values empathy, clarity, and great communication.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

• Initial Application - Submit your application and complete our prequalifying questions
• Video Introduction - Record an video introduction to showcase your communication skills and work experience
• Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
• Recruitment Interview - Initial screening with our talent team
• Executive Interview - Meet with senior leadership to discuss role alignment
• Client Interview - Final interview with the client team you'd be supporting
• Background & Reference Check - Professional reference verification
• Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.