Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide outstanding customer support through SMS, live chat, and email channels.

• Assist clients with account management, billing inquiries, subscription modifications, and general questions.

• Troubleshoot problems related to kit delivery, sample collection, returns, and laboratory processing.

• Educate customers about Rythm's products, testing procedures, and health insights platform.

• Address customer concerns with empathy, professionalism, and a focus on solutions.

• Ensure accurate documentation of customer interactions and maintain thorough records in support systems.

• Recognize trends, recurring issues, and opportunities for process enhancements, and relay this information to management.

• Work in collaboration with Operations, Logistics, Product, and Marketing teams to resolve customer issues and enhance the member experience.

• Achieve performance goals related to quality, productivity, responsiveness, and customer satisfaction.

• Help maintain and improve internal knowledge bases, SOPs, and resources available to customers.

• Serve as a customer advocate by providing insights that influence product enhancements and operational processes.

⛳️ Requirements

• Minimum of 1 year of experience in customer support, customer experience, hospitality, healthcare, or a similar customer-facing position.

• Exceptional written communication abilities with a keen eye for detail and grammar.

• Strong problem-solving skills and the capability to think critically under pressure.

• Proven ability to manage multiple conversations and priorities at once.

• An empathetic, patient, and customer-centric communication style.

• Highly organized and detail-focused with excellent time management capabilities.

• Comfortable working independently in a completely remote setting.

• Adaptable and eager to learn in a rapidly growing startup environment.

• Familiarity with customer support platforms like Intercom, Zendesk, Gorgias, or similar tools is advantageous.

• Experience in healthcare, health-tech, wellness, subscription businesses, or e-commerce is a plus.

• Ability to maintain confidentiality and manage sensitive customer information with professionalism.

🏝️ Benefits

• Highly competitive base salary.

• Meaningful equity aligned with the scope and impact of your role.

• Flexible, remote-first work environment.

• Generous Paid Time Off and company holidays.

• 401(k) plan.

• Monthly Rythm membership offering full access to at-home blood testing and personalized health insights.

• Comprehensive healthcare with monthly premiums entirely covered by the company.

• High ownership and visibility from the outset, with the chance to make a significant impact.

• Opportunity to help shape the future of personalized health and preventative care.

• Join a small, collaborative, mission-driven team that acts swiftly and values innovative ideas, regardless of title.