Customer Experience Specialist - US-Based Biotechnology Company

Role Overview

We’re looking for a Customer Experience Specialist to join a US-based biotech company dedicated to transforming digestive health.

In this role, you’ll be the warm, steady, and smart voice of our client—delivering world-class support across email, phone, and social channels. This is not “afterthought” support: customer experience is a core feature of their product. You’ll ensure every interaction is fast, accurate, empathetic, and contributes to customer trust and retention.

Your Impact

• Be the trusted point of contact for thousands of global customers, resolving issues with empathy and accuracy.
• Drive customer trust, satisfaction, and loyalty—turning first-time buyers into long-term advocates.
• Surface insights from support interactions that improve products, processes, and communication.
• Help shape their product into a best-in-class customer experience program.

Core Responsibilities

Support Across Channels

• Manage tickets through Gorgias (email), calls through OpenPhone, and social DMs/comments.
• Use AI draft assistance as a starting point while tailoring every reply to the customer’s context.

Customer Advocacy with Business Judgment

• Lead with empathy, validate customer concerns, and set clear expectations.
• Prioritize high-value and urgent tickets, escalate edge cases, and use judgment on remedies (reships, refunds, discounts).
• Clarify ambiguous requests before acting to ensure accuracy.

Operational Excellence

• Maintain ticket hygiene with accurate tagging, notes, and statuses.
• Coordinate with ops/logistics to handle customer needs like expedited shipping or order adjustments.
• Follow and improve SOPs, particularly around edge cases like delays or suspected fraud.

Brand & Product Accuracy

• Communicate product's science clearly, simply, and correctly (training provided).
• Flag customer insights and recurring issues to the team.
• Contribute to the knowledge base and ensure accuracy in documentation.

Requirements

Must-Have:

• 2+ years in high-volume customer support, ideally in DTC, health/wellness, or regulated products.
• Exceptional English communication—concise, warm, and professional across written and verbal channels.
• Strong judgment balancing empathy with business considerations.
• Comfortable learning scientific product details and explaining them simply.

Nice-to-Have:

• Background in life sciences, medicine, or dietetics.
• Experience with tools such as Gorgias, OpenPhone, Shopify, Skio, Slack, and Google Workspace.