Jobs

Social Media CX/CE: Respond to social media DMs and comments, providing basic feeding support with pre-approved expert-generated responses, use of existing articles, and guiding followers to paid resources.

Email CX: Respond to emails within 48 hours, following workflows established by team.

Customer Acquisition & Engagement: Support acquisition efforts by converting followers to paid customers.

Escalation & Troubleshooting: Escalate identified issues (e.g. bugs in app) and complex inquiries to the appropriate team members and troubleshoot minor issues when possible.

Tagging & Categorization: Tag and categorize DMs & Emails for reporting and trend analysis to ensure actionable insights are tracked.

Cross-Training and Coverage: Cross-trained in app and technical support to provide additional coverage when needed. 

Meetings: Attend weekly team meetings to stay up-to-date on announcements

Assigned Tasks: Complete other duties as assigned by manager. 

Written and verbal English language proficiency.

Experience in driving sales to achieve set goals. 

Excellent communication skills (written and verbal): for both customer-facing and team collaboration to ensure coverage needs are met and workflows are streamlined. 

Ability to read and understand questions from complex inquiries to determine appropriate resources.

Strong organizational skills with attention to detail.

Ability to multi-task and prioritize needs across multiple channels of communication with customers.

Ability to learn multiple systems for various workflows including processing refunds, password resets, deleting accounts, etc. 

Team player: ability to function as part of a team, keeping larger vision and mission of organization at heart of every interaction and assisting in team collaboration and efficiency.

Clinical background in pediatrics and/or feeding and/or nutrition preferred but not required

Work with Head of Product and development team to map out deliverables, owners and workback schedules to execute projects

Coordinate with cross-functional teams (marketing, editorial, customer experience, dev, external agencies, etc) to ensure deliverables are delivered and projects are executed on time

Develop processes to drive projects forward, track project progress, identify roadblocks, and proactively resolve issues

Gather and analyze product performance metrics and user feedback to improve the app experience and propose optimizations 

Support QA testing to ensure new features and updates function smoothly

Document project requirements, workflows, and processes

Assist in bug reporting and customer support escalations related to product functionality

Data entry and updating content in Contentful 

Assist in executing the product roadmap and feature development

1-3 years of experience in project management, product management, or a related role

Strong organizational skills with attention to detail

Ability to multitask and manage multiple projects simultaneously

Experience working with cross-functional teams and ability to create strong working relationships across all teams

Analytical mindset with a problem-solving approach

Experience with mobile apps and a passion for improving user experiences (with focus on iOS) 

Strong communication skills, both written and verbal

Familiarity with Notion, Slack, Shopify, App Store Connect, Google Play Store, Stripe, Mixpanel, Revenuecat a bonus