Associate, Parent Experience

Summary

Join ByHeart, a leading infant nutrition company, and become a key member of our growing team. As a Customer Care Specialist, you will be the first point of contact for all customer inquiries, providing compassionate support to parents. You will respond promptly to inquiries across various channels, adhering to established protocols and service level agreements. Your responsibilities include addressing urgent concerns, managing reimbursements, and contributing to continuous improvement efforts. This role requires 2+ years of customer care experience in a consumer-facing organization, strong communication skills, and proficiency in Google Workspace and CRM software. ByHeart offers competitive benefits, including comprehensive health insurance, flexible paid time off, parental leave, 401k matching, and company equity.

Requirements

• 2+ years of experience on a customer care team within a consumer-facing organization
• Strong interpersonal, collaboration, communications skills
• Excellent grammar and writing skills
• Superb attention to detail
• Experienced in using Google Workspace, MS Office Suite, especially PowerPoint, Word and Excel

Responsibilities

• Serve as the first point of contact for all customer inquiries, supporting parents with compassionate and thoughtful care
• Respond promptly across all channels, consistently exceeding our best-in-class service level agreements (SLAs)
• Follow established protocols and processes for addressing urgent customer concerns, including inbound health-related and quality complaints
• Assign accurate tags and apply response macros to each inquiry to ensure high-quality data capture and actionable insights on our parent community
• Carry out reimbursements (refunds and replacements) per internal standard operating procedures (SOPs), using empathy and sound judgment to ensure resolution aligns with both parent needs and business guidelines; promptly escalate or consult a subject matter expert (SME) when clarification or approval is needed
• Contribute to continuous improvement efforts by identifying and highlighting recurring parent concerns, and collaborating on solutions that enhance the customer experience
• Ensuring that customer-facing PX messaging is aligned with community and brand teams

Preferred Qualifications

• Background in nutrition or health industry, strongly preferred
• CRM Experience in Gorgias, Zendesk preferred

Benefits

• Health insurance for the whole family : medical, dental, & vision insurance covered 100%, with 90% coverage for your family
• Flexible paid time off : plus 12+ company holidays, and 2 floating holidays to use at your discretion!
• 16-weeks of fully-paid parental leave and new parent support : free 1-year supply of formula, cozy feeding suites, and paid pumping time
• Up to 6% 401(k) Match to help you plan for your future
• Company equity for every employee : because when we succeed, we succeed together!