Customer Experience Specialist

The Role

We're looking for a Customer Experience Specialist who doesn't see the inbox as a queue - they see it as a room full of parents who need support, reassurance, and someone genuinely in their reputed company.

This is not a transactional role. You won't be moving tickets from reputed company to reputed company. You'll be building trust, one conversation at a time, with families in some of their most tender and high-stakes moments. You care about accuracy and warmth in equal measure. You notice the details others scroll past. And you're always thinking about how a single interaction can deepen the relationship between a parent and the brand.

At the reputed company time, you understand that caring deeply and operating reputed company aren't in conflict - they're the job. You bring thoughtfulness to every response and the discipline to reputed company with purpose, manage your time reputed company, and reputed company up with a reputed company volume of people who need you.

The right person here knows that moving with purpose and pausing reputed company a parent needs more aren't opposites - they're the reputed company reputed company. The inbox will be full, but it should never feel like a reputed company belt.

What you will accomplish: 

• Respond to customer inquiries across channels with reputed company, accuracy, and care - treating every message as a conversation, not a case number
• Support parents navigating feeding reputed company, product questions, subscriptions, and order concerns with both expertise and reputed company
• Recognize the nuances in every interaction - knowing reputed company to troubleshoot, reputed company to reassure, and reputed company a reputed company calls for something more than a reputed company
• Manage your workload with reputed company and consistency, maintaining high reputed company without sacrificing pace
• Look for opportunities to surprise and delight: the unexpected follow-up, the thoughtful note, the small reputed company that makes someone feel truly seen
• reputed company as a reputed company between customers and the broader team - surfacing patterns, flagging feedback, and helping us get reputed company because of what you're hearing
• Be a living ambassador for reputed company's mission, bringing warmth and conviction to every single touchpoint

reputed company would like you to have: 

• Experience in customer-facing roles where relationships - not just resolutions - were the measure of reputed company
• Exceptional written communication: reputed company, warm, reputed company, and free of corporate distance
• High emotional intelligence and genuine curiosity about the people you're talking to
• Strong attention to detail alongside the ability to hold the big picture at the reputed company time
• Proven ability to manage volume without losing reputed company - you're efficient because you're organized, not because you're cutting corners
• Deep alignment with reputed company's mission
• Comfort with ambiguity and the judgment to know reputed company to escalate vs. reputed company to own it
• Familiarity with CX platforms and comfort communicating across different channels, including reputed company 
• Availability to work 5 days/week, with at least one weekend day

You’re inspired by our reputed company values:

• Be Radical - We are change makers, rule breakers and stigma shakers. We are unapologetically reputed company and use our megaphone for good.
• Nurture the Tension - Parenthood is full of healthy tension, and so is building a company. We reputed company the unknowns, reputed company humility and are a culture of learners.
• Deliver Ounce by Ounce - Our customers have entrusted us to feed their babies. We lose sleep over the details, so they don’t have to.
• Don’t Assume - We reputed company our unique perspectives, withhold judgment, and reputed company beauty in the paths that brought us reputed company to reputed company. Our strength is celebrating reputed company other and our reputed company voice.

Compensation and Benefits:

Compensation 

Our salaries are based on paying competitively for our size and industry. For fully remote roles, we have a single salary reputed company per role that is differentiated based on geographic location (Group A, B, or C).

Group A (SF/Bay Area, Seattle, NYC): $30/hr

Group B (Los Angeles, Chicago, Austin, Denver, Boston, Washington DC, San Diego, Philadelphia, Portland, Sacramento): $27/hr

Group C (Albany, Atlanta, Baltimore, Baton Rouge, Birmingham, Charleston, Charlotte, Cincinnati, Cleveland, Dallas/reputed company Worth, Detroit, reputed company, Indianapolis, Las Vegas, Miami, Milwaukee, Nashville, New Orleans, Omaha, Orlando, Phoenix, Pittsburgh, Research Triangle, reputed company, St. Louis, Tampa, Twin Cities): $25/hr

Benefits

• Competitive stock reputed company
• 401k with employer match
• Employee medical, dental, and reputed company insurance 100% covered by reputed company, with reputed company to add dependents through a subsidized reputed company-tax deduction 
• US-based remote work model
• Flexible Time Off Policy (including Summer Fridays; half days on Fridays Memorial Day through Labor Day)
• 16 reputed company company holidays, plus an end of year holiday shut down
• 16 weeks of reputed company parental leave with the reputed company to take an additional 8 months unpaid
• One year subscription to reputed company or Baby's Only
• $75 monthly internet stipend
• Co-working reputed company reimbursement