CG Customer Support & Operations

LOOKING FOR FILIPINOS WHO ARE PHILIPPINES-BASED CANDIDATES

Job title: Customer Support & Operations

Salary range: $1000-$1300/ month

Schedule: Tuesday - Saturday; 8:00 am to 4:00 pm CST

About the company:

The company is the first science-based platform that profiles a mother and baby's microbiomes in the first 1,000 days which is a critical window for the infant's lifelong health. Unfortunately, certain diets, lifestyles, and medical interventions (while life-saving) have unintended consequences by disrupting the natural colonization of an infant's gut microbiome in early life. This potentially contributes to chronic diseases such as eczema, food allergies, asthma, type I diabetes, and obesity later in life, which affects hundreds of millions of people globally.

Using at-home test kits, next-generation sequencing, a proprietary knowledge base, and AI technology, we provide key insights during this critical period when the microbiome is developing rapidly and highlight risk factors linked to microbial imbalances. We generate personalized, actionable recommendations, and early interventions to hopefully prevent health issues linked to infant gut development and give the child the best possible start in life.

About the job:

We are looking for a customer support person who can help with managing our customer operations workflow, from tracking when a user enters our website funnel via a survey form and following up with the user via an email to nurture them until they purchase our product. Once they purchase the product, the customer support person would help create shipping labels and kitting requirements for our operations team to pick/pack the items. Then he/she will have to track the shipment until successful arrival at the destination and follow up to make sure the customers have a good experience throughout their journey until they receive their results. After that, there's a whole process for following up with our lab for processing, then our internal team does the analysis, and after the product is delivered, there are steps to get feedback from the customer.

Duties and Responsibilities:

● Manage customer inquiries across all touchpoints - including our online chat, telephone, social, and email channels

● Understand customers' needs quickly and effectively, getting them to the right answer as quickly as possible.

● Create and update comprehensive help documentation and videos to improve our self-service experiences.

● Capture customer feedback and share that with the wider team, so we can improve our product and services.

● Respond with empathy, patience, and urgency to customer complaints or issues.

● Provide input into our overall customer success strategy, helping us evolve our approach and become even more customer-centric as a team.

● Bring the voice of the customer to internal collaboration sessions across the team.

● You’ll be able to help guide our marketing messages, and sales approach based on your deep knowledge of our customers.

● Own and manage manual operations workflows with high attention to detail and accuracy until they become automated processes.

● Track and monitor inventory levels and assist with PO when inventory is low.

Requirements

● With at least 4+ years of experience in the similar role

● Familiar with GSuite (Gdrive, GDocs, Google Sheet) & Slack

● Knowledge of Zendesk, Typeform, Webflow is a plus but not required.

● Detail-oriented

● We need someone who can write and speak like a native speaker

● Highly organized