Remote Microbiome Product Expert (Tier 2)

Summary

Join Pendulum as a Customer Care Specialist (Tier 2) to enhance our Customer Experience team, delivering exceptional multi-channel support and representing Pendulum's mission and values.

Requirements

• Bachelor’s degree in a science-related field (e.g., biology, chemistry or nutrition)
• 3+ years of experience in customer support, with at least 1 year in a Tier 2 or higher role
• Proven ability to handle complex customer inquiries and complaints across multiple support channels
• Strong problem-solving skills and the ability to think analytically
• Excellent communication skills, both written and verbal, with the ability to adjust messaging based on the audience and channel
• Experience with CRM and customer support software like Kustomer, Meta and others
• Experience with ecommerce and review platforms like Shopify, Recharge, Stamped.io , Stella and others
• Ability to work effectively in a team environment
• Passionate about health and wellness, with a willingness to continuously learn about new products and the science behind them

Responsibilities

• Provide expert support across all customer service channels, including email, chat, voice, and social media
• Lead the resolution of more complex customer issues, including resolution of science-focused questions
• Maintain deep knowledge of Pendulum’s products, services, and the underlying science to offer accurate, evidence-based, and helpful information
• Collaborate with cross-functional teams to relay customer feedback and influence product improvements and customer service enhancements
• Develop and implement strategies to improve customer service processes and increase efficiency (first reply, handle time, first-touch resolution) across all channels
• Mentor junior team members, enhancing the overall skill level of the customer support team

Preferred Qualifications

• Advanced training in nutrition or microbiome science (as evidenced by supplemental coursework, certifications, or credentials)
• Experience in the health and wellness industry, particularly with products aimed at metabolic health
• Bilingual or multilingual capabilities

Benefits

• $85,000-$95,000
• Medical, Dental, and Vision
• Commuter Benefits
• Life & STD Insurance
• Company match on 401 (k)
• Flexible Time Off (FTO)
• Equity