Customer Experience Specialist (us - based Biotechnology Company) - Remote Eligible

Customer Experience Specialist

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 will include:

• 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 include:

• 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.