Thorne

Title: Customer Service Representative - Call Center Location: Remote, USA Department: Customer Service Department Customer Service Employment Type Full Time Location Remote Workplace type Fully remote Compensation $17.50 / hour Job Description: At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. This roles starts at $17.50 per hour. Candidates with prior customer service experience may be considered at a higher rate based on years of relevant experience. Phone Support: The hours are 11:30am - 8:00pm EST. At Thorne, our Customer Service Representatives are trusted partners in our customers’ health journeys. This role is ideal for someone who thrives in a fast-paced, high-volume environment and takes pride in delivering thoughtful, solutions-focused support across phone, email, and chat. If you are metrics-driven, detail-oriented, and committed to professional communication, we’d love to meet you. RESPONSIBILITIES What You’ll Do - Manage high-volume inbound customer interactions across phone, email, and chat - Deliver empathetic, solutions-focused support while maintaining professionalism - Meet and exceed performance metrics including: - Customer Satisfaction (CSAT) - Average Handle Time (AHT) - Service Level Agreements (SLAs) - Productivity and resolution goals - Navigate multiple systems simultaneously with accuracy and efficiency - De-escalate challenging situations while protecting company policy and customer trust - Maintain thorough and precise case documentation - Collaborate with internal teams to resolve complex customer issues WHAT YOU NEED - High school diploma or general education degree (GED) is required. - 2+ years of customer service experience in a call center or high-volume support environment - Experience working in the DTC, CPG, VMS, or the wellness industry is highly preferred - Proven ability to maintain an over 90% CSAT score - Professional experience with CRM platforms; Salesforce is a plus - Experience managing 30+ interactions per day across all channels; phone, email and chat. - Strong written and verbal communication skills - Ability to remain calm and professional in escalated situations - Excellent time management and multitasking skills - A dedicated, distraction-free remote workspace WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Paid time off, volunteer time off and holiday leave - Training, professional development, and career growth opportunities About Thorne We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake. Thorne is the leader in science-backed health and wellness solutions committed to helping individuals live healthier longer. As the top recommended clinical brand by healthcare practitioners, Thorne offers a comprehensive range of products including nutritional supplements and health tests designed to meet the unique needs of individuals at every stage of life. Founded in 1984, Thorne products are formulated with the highest-quality ingredients, supported by clinical research, and rigorously tested to ensure purity, potency, and efficacy. Thorne is trusted by 47,000+ health-care professionals, thousands of professional athletes, more than 100 professional sports teams, multiple U.S. National Teams, and more than five million consumers. For more information, visit Thorne.com.

Copywriter Job Description: Department: Marketing Employment Type: Full Time Location: Remote Compensation: $70,000 - $80,000 / year Description At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you'll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Copywriter is a talented and detail-oriented writer responsible for developing clear, compelling, and on-brand copy across a variety of channels and customer touchpoints. This role helps bring Thorne's brand voice to life through thoughtful storytelling, product messaging, and content development that supports brand, product, and growth initiatives. Working closely with Brand, Product, Creative, and Scientific Affairs teams, the Copywriter translates product and health information into engaging, consumer-friendly content while ensuring accuracy, consistency, and alignment with brand standards. This role is ideal for a curious, highly coachable writer who is eager to learn Thorne's science-backed approach, absorb best practices across channels, and grow their craft through collaboration, feedback, and hands-on experience. RESPONSIBILITIES Copywriting & Brand Voice Execution - Develop clear, engaging, and on-brand copy across web, email, CRM, social media, campaigns, product pages, and other marketing channels. - Apply Thorne's brand voice consistently across content formats and audience segments. - Maintain quality, accuracy, and attention to detail across all deliverables. - Build working knowledge of Thorne's products, ingredients, quality standards, and claims approach by actively learning from Scientific Affairs, Regulatory, Product, and Brand partners. Product Storytelling & Content Development - Translate product features, benefits, and scientific information into accessible consumer-facing messaging. - Support development of product narratives, campaign messaging, and educational content. - Partner with internal stakeholders to gather information and ensure messaging accuracy. Campaign & Content Support - Execute copy deliverables for product launches, campaigns, promotions, and content initiatives. - Contribute ideas during brainstorming sessions and creative reviews. - Translate creative briefs into effective copy solutions that align with project objectives. - Apply learnings from briefs, reviews, channel best practices, and stakeholder feedback to strengthen future copy deliverables. Cross-Functional Collaboration - Collaborate with Brand, Product, Growth, Creative, and Scientific Affairs teams to support business and marketing goals. - Partner with designers and creative team members to ensure cohesive execution of messaging and visual storytelling. - Participate in project meetings, reviews, and content planning discussions. Editing, Optimization & Quality Assurance - Review and edit copy for clarity, grammar, tone, and adherence to brand standards. - Apply SEO and content optimization best practices as appropriate. - Manage multiple projects and deadlines while maintaining consistency and quality. Compliance & Accuracy - Ensure all copy aligns with legal, regulatory, and scientific guidelines. - Maintain accuracy in claims, disclaimers, and product information. - Escalate questions regarding claims, compliance, or scientific accuracy when appropriate. WHAT YOU NEED - Bachelor's degree in Communications, Marketing, Journalism, English, or related field. - 5+ years of professional copywriting experience (in-house or agency; DTC/e-commerce preferred). - Experience writing across multiple marketing channels, including digital, email, social, and web. - Wellness, healthcare, supplements, or regulated industry experience preferred. - Portfolio demonstrating strong writing craft, attention to detail, and brand storytelling Competencies - Strong writing, editing, and proofreading skills - Ability to translate complex information into clear, engaging content - Strong communication and collaboration skills - Attention to detail and organizational excellence - Ability to manage multiple projects and deadlines - Curiosity and willingness to learn new subject matter - Listen actively, ask thoughtful questions, and apply guidance to continuously improve the quality, accuracy, and effectiveness of the work. Tools & Technical Skills - Microsoft Office Suite and Google Workspace - Familiarity with AI writing tools (e.g., ChatGPT) - Understanding of SEO best practices and digital content optimization - Experience working within project management systems and collaborative creative workflows WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Paid time off, volunteer time off and holiday leave - Training, professional development, and career growth opportunities

Support the execution and delivery of key product initiatives, manage cross-functional teams, coordinate launch readiness, and ensure alignment among stakeholders while tracking product performance and optimizing operational efficiency.

Title: Senior Product Manager, eCommerce Consumer Department Marketing Employment Type Full Time Location Remote Workplace type Fully remote Compensation $150,000 - $155,000 / year Job Description: At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Senior Product Manager, eCommerce Consumer Experience will report to the Vice President of Product and lead the strategy, roadmap, and execution of customer-facing digital experiences across Thorne.com. This role is responsible for driving measurable business growth through best-in-class eCommerce experiences that improve customer engagement, conversion, retention, and customer lifetime value across the online shopping journey. The ideal candidate brings deep experience in consumer product management within D2C eCommerce environments and thrives at the intersection of customer experience, business strategy, experimentation, and execution. This individual will partner closely with Product, Engineering, Design, Data Analytics, and Marketing teams to deliver intuitive, high-performing experiences on Thorne.com, including key pages, search, navigation, post-purchase, and personalization experiences. Success in this role requires strong product sense, customer empathy, data-informed decision making, and the ability to navigate ambiguity while driving alignment across cross-functional stakeholders. The ideal candidate is highly collaborative, organized, proactive, and comfortable balancing strategic thinking with hands-on execution in a fast-paced environment. RESPONSIBILITIES Product Leadership - Own and evolve the customer-facing product roadmap for Thorne.com, proactively driving initiatives that improve conversion, engagement, repeat purchase behavior, and customer lifetime value - Partner with senior leadership to define and execute product strategy across the ecommerce shopping experience and broader customer journey - Lead product discovery, roadmap prioritization, and feature delivery across key eCommerce experiences including Home Page, PLP, PDP, search, navigation, cart, checkout, post-purchase, and personalization - Facilitate product thinking, design thinking, and generative discovery workshops that align cross-functional teams around customer needs, business opportunities, and solution development - Translate customer insights, behavioral data, and business goals into actionable product requirements, experimentation opportunities, and high-quality feature launches - Champion a customer-first, experimentation-driven approach to product development, continuous optimization, and iterative learning Cross-Functional Execution - Collaborate closely with Engineering, Product Design, Data Analytics, and Marketing to deliver impactful customer experiences - Drive alignment across cross-functional stakeholders while balancing competing priorities, timelines, risks, and business objectives - Lead product and design reviews, support testing and rollout strategies, and communicate product requirements clearly across both technical and non-technical teams - Foster strong cross-functional relationships and contribute to a collaborative, accountable, and customer-centric culture Data-Informed Optimization - Drive improvements in discoverability, wayfinding, mobile conversion, and overall user experience through data-informed decision making - Analyze customer behavior, funnel performance, and site analytics to identify opportunities for optimization, experimentation, and growth - Monitor and improve key eCommerce KPIs including engagement and business metrics, such as conversion rate, AOV, repeat purchase behavior, and customer lifetime value - Partner with Data Analytics and Engineering teams to support accurate tracking, reporting, and measurement across customer experiences and experiments WHAT YOU NEED - Bachelor’s degree required - A minimum of 6-8+ years of product management experience within D2C eCommerce or consumer digital products - Strong understanding of eCommerce UX, customer journeys, digital merchandising, and conversion optimization - Proven experience leading product discovery, experimentation, and customer-facing feature development in highly cross-functional environments - Ability to translate customer insights, analytics, and business goals into product strategy, prioritization, and execution - Strong communication, organizational, and stakeholder management skills, with the ability to simplify complex concepts into actionable plans - Demonstrated ability to operate effectively in fast-paced, ambiguous environments with an objective, action-oriented, and hands-on approach to problem solving - Ability to form and communicate a strong point of view while remaining adaptable and open to new information, feedback, and evolving business needs - High emotional intelligence, sound judgment, and a collaborative leadership style - Experience within wellness or consumer health businesses is a plus - Passion for health and wellness, and creating a positive difference in consumers’ lives is highly valued WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Paid time off, volunteer time off and holiday leave - Training, professional development, and career growth opportunities About Thorne We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake. Thorne is the leader in science-backed health and wellness solutions committed to helping individuals live healthier longer. As the top recommended clinical brand by healthcare practitioners, Thorne offers a comprehensive range of products including nutritional supplements and health tests designed to meet the unique needs of individuals at every stage of life. Founded in 1984, Thorne products are formulated with the highest-quality ingredients, supported by clinical research, and rigorously tested to ensure purity, potency, and efficacy. Thorne is trusted by 47,000+ health-care professionals, thousands of professional athletes, more than 100 professional sports teams, multiple U.S. National Teams, and more than five million consumers.

Title: Senior DevSecOps / Security Engineer - Application & Cloud (Ecommerce) Location: Remote United States Department Information Technology Employment Type Full Time Location Remote Workplace type Fully remote Compensation $150,000 - $180,000 / year Job Description: Senior DevSecOps / Security Engineer - Application & Cloud (Ecommerce) Department: Information Technology Employment Type: Full Time Location: Remote Compensation: $150,000 - $180,000 / year Description At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you'll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. Thorne is seeking a Senior DevSecOps / Security Engineer - Application & Cloud (Ecommerce) to secure and scale our digital platforms, including Thorne.com, mobile applications, and emerging AI capabilities. This role sits at the intersection of application security, DevSecOps, and AWS cloud infrastructure, with a strong focus on protecting ecommerce systems, customer data, and high-traffic web applications. The ideal candidate will balance remediations and hands-on execution, ensuring systems are resilient, performant, and secure, while embedding security throughout the development lifecycle. RESPONSIBILITIES Application & Ecommerce Security - Identify and remediate vulnerabilities in Java-based applications (Spring Boot, APIs, microservices) - Address OWASP Top 10 and ecommerce-specific risks, including: o Injection (SQL/NoSQL), XSS, CSRF o Broken authentication / session management o Business logic flaws (checkout, pricing, promotions, abuse scenarios) o Account takeover, credential stuffing, bot attacks - Secure checkout flows, payment integrations, subscriptions, and customer data handling - Conduct secure code reviews and support threat modeling for new features API & Integration Security - Secure REST/GraphQL APIs (authentication, authorization, rate limiting) - Prevent API abuse, scraping, and data exfiltration - Implement and enforce secure patterns (OAuth2, JWT, token management) DevSecOps & CI/CD Security - Implement and manage security tooling in CI/CD pipelines: o SAST (Java-focused), DAST, SCA (dependencies), secrets scanning - Secure build and deployment pipelines - Enforce secure coding standards and automate policy checks - Own infrastructure-as-code security (Terraform) for app environments AWS Cloud Security (Critical) - Secure application workloads on AWS (EKS/ECS, EC2, Lambda, API Gateway, S3, RDS) - Implement and validate: o IAM roles and least privilege access o Network segmentation (VPCs, security groups, private/public boundaries) o Secrets management (AWS Secrets Manager, Parameter Store) o Data protection (encryption at rest/in transit) - Partner with Infra to ensure alignment with enterprise guardrails, while owning app-layer cloud security Runtime Protection & Detection - Implement and tune WAF, bot protection, and rate limiting for ecommerce surfaces - Partner with Infra on CrowdStrike coverage for application workloads - Support detection and response improvements for: o Web/app-layer attacks o API abuse - Triage and remediate findings from: o Pen tests o Purple team exercises o Assumed breach scenarios Security Program Execution - Translate security findings into prioritized engineering work - Partner with external security testing partners on risk prioritization (CTRM) tied to business impact - Drive adoption of security best practices across engineering teams - Act as a bridge between Ecom, Infrastructure, and external security partners WHAT YOU NEED Application & Ecommerce Security - Identify and remediate vulnerabilities in Java-based applications (Spring Boot, APIs, microservices) - Address OWASP Top 10 and ecommerce-specific risks, including: - Injection (SQL/NoSQL), XSS, CSRF - Broken authentication / session management - Business logic flaws (checkout, pricing, promotions, abuse scenarios) - Account takeover, credential stuffing, bot attacks - Secure checkout flows, payment integrations, subscriptions, and customer data handling - Conduct secure code reviews and support threat modeling for new features API & Integration Security - Secure REST/GraphQL APIs (authentication, authorization, rate limiting) - Prevent API abuse, scraping, and data exfiltration - Implement and enforce secure patterns (OAuth2, JWT, token management) DevSecOps & CI/CD Security - Implement and manage security tooling in CI/CD pipelines: - SAST (Java-focused), DAST, SCA (dependencies), secrets scanning - Secure build and deployment pipelines - Enforce secure coding standards and automate policy checks - Own infrastructure-as-code security (Terraform) for app environments AWS Cloud Security (Critical) - Secure application workloads on AWS (EKS/ECS, EC2, Lambda, API Gateway, S3, RDS) - Implement and validate: - IAM roles and least privilege access - Network segmentation (VPCs, security groups, private/public boundaries) - Secrets management (AWS Secrets Manager, Parameter Store) - Data protection (encryption at rest/in transit) - Partner with Infra to ensure alignment with enterprise guardrails, while owning app-layer cloud security Runtime Protection & Detection - Implement and tune WAF, bot protection, and rate limiting for ecommerce surfaces - Partner with Infra on CrowdStrike coverage for application workloads - Support detection and response improvements for: - Web/app-layer attacks - API abuse - Triage and remediate findings from: - Pen tests - Purple team exercises - Assumed breach scenarios Security Program Execution - Translate security findings into prioritized engineering work - Partner with external security testing partners on risk prioritization (CTRM) tied to business impact - Drive adoption of security best practices across engineering teams - Act as a bridge between Ecom, Infrastructure, and external security partners WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Paid time off, volunteer time off and holiday leave - Training, professional development, and career growth opportunities

Manager Of Scientific Affairs Location: Remote United States Compensation: $100,000 - $125,000 / year Job Description: Department: Medical Affairs Employment Type: Full Time At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you'll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Manager of Scientific Affairs will be a key player in the Scientific Affairs team as part of the greater Medical Affairs department. They will serve to support integration of scientific discovery and implementation of new product development. This individual will possess a high level of knowledge in dietary supplement ingredients, sourcing, and utilization. They will help to bridge innovation and substantiation in the greater Research and Development function. This role provides support to the Scientific Affairs team by coordinating daily activities, assisting with ingredient and claims research and maintaining tools that drive innovation and product development - all while supporting Thorne's strategy to be recognized as a leader in product science, quality and innovation. As part of the Scientific Affairs team, they will ensure the transition of scientific and medical claims discovery to the Medical Affairs team for substantiation. This individual will support the collaboration between the greater Research and Development functions of the company and the commercialization teams within Medical Affairs, Sales, and Marketing. RESPONSIBILITIES - Integral to the day-to-day activities of the Scientific Affairs team, including ingredient research, literature reviews and dossier development. - Provides support to the greater Scientific Affairs team by coordinating meetings, managing calendars, tracking new ingredient inquiries, supplier communications, and project status. - Assists in the organization and maintenance of Scientific and Medical Affairs templates, scorecards and additional in-house tools. - Prepares and organizes materials for internal presentations and supports ongoing data tracking needs. - Independently functions as an integral member of the Scientific Affairs team in creating a pipeline of new ingredients for consideration in new product development and existing product reformulations. - Provides scientific expertise and input in communicating product use to internal stakeholders across departments. - Supports the creation of claims dossier outlines with an organized and efficient handoff to the Medical Affairs team to finalize claims substantiation. - Establishes and maintains an extensive contact and networking system of innovative ingredient suppliers who meet the Company's quality standards in collaboration with the greater R&D team. - Provides flexible support across Scientific and Medical Affairs projects as needed. - Supports the strategy for Thorne to be recognized as a leader in product science, quality and innovation. - Provides strategic oversight regarding industry trends and new developments with the goal of supporting new business and creating strategic plans that drive integration of the offerings of the company. - Participates in and supports new products, services, and business development initiatives that generate potential revenue creation and growth. - Ensures open and proactive communication between Research & Development, Medical Affairs, Sales, Marketing and other company representatives. - Builds and leads a highly performing team, secures the best talent, develops and strengthens staff and future leaders, and provides ongoing coaching and feedback. WHAT YOU NEED - Bachelor's degree required in nutrition, chemistry, biology, or related field; Master's degree or equivalent research experience preferred. - Comprehensive understanding of emerging trends in the dietary supplement marketplace, and how they may relate to promotional and clinical practices. - Highly organized, proactive and capable of balancing both scientific detail and administrative execution. - High level of nutritional product knowledge and appropriate use in new product development. - Demonstrates ability to develop and deliver upon business objectives. - Ability to build, develop, motivate and manage high-performance teams. - Comfort with and extensive experience interacting with others at all levels within and outside of the Company. - Supervises and manages others, delegates appropriately, and follows-up on work assignments. WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Paid time off, volunteer time off and holiday leave - Training, professional development, and career growth opportunities #LI-SC1

Customer Service Training Manager Location: Remote United States Job Description: Department: Customer Service Employment Type: Full Time Location: Remote Compensation: $90,000 - $110,000 / year Description At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you'll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Customer Service Department Trainer is responsible for building and maintaining the knowledge foundation that enables Thorne's Customer Service team to deliver accurate, accurate, high-quality product support to our customers. This role owns the development of training programs, product education, and a centralized knowledge base that serves as the single source of truth for the department. The Trainer ensures Customer Service Representatives are equipped with current information on products, ingredients, policies, and procedures across all business channels. This position works closely with Medical Affairs, Quality Assurance, Marketing, and other cross-functional partners to ensure alignment and accuracy in all customer-facing communication. The ideal candidate brings a strong background in integrative health or nutraceuticals and has a passion for translating complex information into clear, usable guidance. RESPONSIBILITIES Training and Team Enablement - Develop and deliver onboarding and ongoing training programs for Customer Service Representatives - Lead regular product education sessions to keep the team current on new products, ingredient updates, label changes, and discontinued SKUs - Evaluate training effectiveness and adjust content to improve team performance and knowledge retention - Serve as the primary point of contact for product and process-related training within Customer Service Knowledge Base Development and Management - Build and maintain a centralized Knowledge Base that serves as the source of truth for Customer Service - Organize and structure content so it is easily searchable and usable during customer interactions - Maintain detailed product information including ingredients, benefits, recommendations, SKU data, and product visuals across all channels - Transition internal communications into a scalable knowledge platform that allows for efficient information retrieval Product Information Management - Manage communication of product lifecycle updates including launches, ingredient changes, label updates, and product retirements - Ensure Customer Service has clear and accurate guidance for responding to customer questions - Partner with internal teams to anticipate customer needs and reduce gaps in information Cross Functional Collaboration - Partner with Medical Affairs, Quality Assurance, Marketing, and Product teams to ensure consistent and accurate messaging - Align on product positioning, claims, and communication updates before they reach customers - Act as a bridge between Customer Service and internal teams to streamline information flow Process Documentation and SOPs - Create and maintain standard operating procedures for Customer Service processes across all business areas - Develop and manage a policy and procedures manual for the department - Identify opportunities to improve consistency and efficiency through better documentation Promotions and Communication - Communicate current promotions and key updates to the Customer Service team - Ensure representatives understand promotion details and can accurately support customer inquiries - Stay aligned with Marketing and Sales on upcoming campaigns and initiatives WHAT YOU NEED - Bachelor's degree required, preferably in Integrative Health, Nutrition, or related field. - 5 or more years of experience in the nutraceutical, supplement, or integrative health industry. - Experience in a compound pharmacy or similar environment preferred. - Experience in training, enablement, or knowledge management within a customer service environment preferred. - Must be able to trave onsite 4 times a year as well as additional travel when needed Knowledge and Skills - Strong understanding of dietary supplements, ingredients, and their role in health and wellness - Ability to translate technical or scientific information into clear and practical guidance - Experience building or managing knowledge bases or internal content systems - Strong organizational skills and attention to detail - Clear and effective written and verbal communication skills Core Competencies - Collaborative and able to work effectively across teams - Detail-oriented with a focus on accuracy and consistency - Self-directed and able to manage multiple priorities - Committed to continuous learning and improvement - Comfortable working in a fast-paced and evolving environment WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Paid time off, volunteer time off and holiday leave - Training, professional development, and career growth opportunities

Title: Director of Customer Service Location: Remote United States Job Description: Director of Customer Service Department: Customer Service Employment Type: Full Time Location: Remote Compensation: $120,000 - $140,000 / year Description At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you'll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Director of Customer Service is responsible for leading the day-to-day operations and overall performance of the Customer Service Department. This role ensures the delivery of a high-quality, efficient, and scalable customer experience across all channels while supporting the Company's growth objectives. The Director is accountable for driving performance through clearly defined KPIs, establishing strong operational discipline, and ensuring consistent execution across all customer touchpoints, including phone, email, and chat. This role partners closely with cross-functional teams to align Customer Service with broader business priorities, including revenue growth, customer retention, and operational efficiency. In addition to managing daily activities, the Director is responsible for building a high-performing, accountable team, implementing scalable processes, and supporting the execution of the Customer Experience strategy as defined by the Senior Director of Consumer & Customer Experience RESPONSIBILITIES - Manages and ensures compliance with the Customer Service Department policies and procedures, while continuously improving processes to support scalability and consistency. - Provides leadership and supervision to Customer Service staff, ensuring full coverage of daily operations and alignment to service level expectations across all channels (phones, email, chat). Continuously evaluates team and individual performance, ensuring cross-training and operational flexibility. - With agreement of management, makes needed and/or agreed upon changes in procedures and policies in an effective and timely manner. - Ensures that Customer Service Representatives maintain high-quality customer interactions, defined by efficiency, professionalism, product knowledge, and thorough resolution of customer inquiries. - Establishes, monitors, and enforces key performance indicators (KPIs), including service levels, productivity, quality, and customer satisfaction (CSAT), ensuring accountability at both the agent and leadership levels. - Leads workforce planning and capacity management efforts to ensure the team is appropriately staffed and structured to meet current and future demand. - Provides ongoing coaching, feedback, and development to team members through one-on-one guidance, training, and regular staff meetings. Ensures training is continuous, structured, and aligned to business needs. - Drives a culture of accountability by conducting regular performance reviews, addressing performance gaps, and recognizing high performance. - Responds to and resolves escalated customer issues, including those related to shipments, services rendered, and product integrity, utilizing sound judgment and collaborating with Medical Affairs, Quality, Distribution, Finance, or other departments as necessary. - Provides detailed status reports, performance metrics, trends to Sr. Director, Consumer and Customer Service on a regular cadence. - Works cooperatively with cross-functional partners to address interdepartmental issues, improve the customer experience, and support company initiatives. - Supports the development and execution of strategic initiatives, including process improvements, system enhancements, and the implementation of tools that improve efficiency and customer experience (e.g., automation, self-service). - Identifies trends and insights from customer interactions and escalations, providing feedback to leadership to improve products, processes, and overall customer experience. - Partners with internal teams, including Supply Chain, Sales, and Marketing, to ensure alignment on customer needs, promotional activity, and operational readiness. - Works with Material Management in the review, discount, and donation process of short dated inventory. - Ensures that performance appraisals for direct reports and department personnel are conducted in a timely, structured, and effective manner. - Builds and leads a high-performing team by attracting, developing, and retaining talent, while fostering a culture of accountability, collaboration, and continuous improvement. WHAT YOU NEED - A college degree is required. - A minimum of 10+ years of Customer Service experience, including leadership responsibility in a fast-growing organization, is required. - Experience in a high-growth, multi-channel environment preferred. - Demonstrates ability to supervise and manage teams, delegate effectively, and follow up on work assignments. Proven ability to build, develop, and motivate high-performing teams. - Experience managing and successfully leading teams across DTC, B2B/Retail and Returns. - Strong understanding of customer service operations, including performance management, workforce planning, and multi-channel support (phone, email, chat). - Experience working with customer service platforms and tools, with the ability to leverage data and reporting to drive performance and decision-making (Salesforce; AWS; FlipCX; Medallia; EDI). - Ability to assess talent, hire new staff, conduct formal and informal performance assessments, and address employee performance issues effectively. - Strong communication skills, both verbal and written, with the ability to interact effectively with employees, leadership, and cross-functional partners. WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Flex PTO for Director level and above along with holiday leave - Training, professional development, and career growth opportunities

Manage high-volume customer interactions via phone, email, and chat while delivering empathetic support. Meet performance metrics, navigate multiple systems, and collaborate with internal teams to resolve complex issues effectively.

Senior eCommerce Manager Location: Remote United States Department Marketing Employment Type Full Time Location Remote Workplace type Fully remote Compensation $125,000 - $130,000 / year Job Description: At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Senior eCommerce Manager is responsible for driving growth of Thorne’s eCommerce channel through the effective execution and continuous optimization of the digital experience, experimentation strategy, and content performance. This role supports performance metrics and manages initiatives that improve conversion and discoverability. RESPONSIBILITIES - Support eCommerce strategy and manage site operations to drive revenue growth and customer engagement on thorne.com, while owning the optimization roadmap across CRO, SEO/AEO and personalization, including experiment tracking and prioritization. - Oversee content implementation, including new content, updates, product launches, and personalization, ensuring scalability, consistency, and brand alignment. - Lead testing and optimization across core site pages landing experiences, and user flows (A/B testing and personalization). - Drive SEO and AEO execution, including on-page optimization, internal linking, technical hygiene, and content structure, as well as ongoing monitoring of AEO visibility, prompt performance and emerging trends to inform optimization strategies. - Partner cross-functionally to optimize how content is created and surfaced; ensure site functionality, UX, and enhancements align with best practices. - Support the implementation and expansion of personalization capabilities across the site and other growth channels (CRM/email). - Collect and synthesize site feedback (UI/UX, CRO, bugs) and insights from internal teams and external partners (agencies, technology providers), prioritizing opportunities for optimization and execution. - Analyze site, user behavior, and search performance to identify opportunities and deliver data-driven recommendations. - Stay informed on industry trends, competitive landscape, and emerging search/AI developments. WHAT YOU NEED - Bachelor's degree; preferably in a related field - Minimum of 4–6 years of experience in eCommerce, digital marketing, or a related field - Proven experience managing an eCommerce platform (e.g., Shopify, Salesforce Commerce Cloud, etc.) - Strong experience with CRO, testing frameworks, and analytics tools - Strong analytical skills with experience using tools like Google Analytics, Adobe Analytics, or similar - Experience in content management systems (CMS) and personalization tools - Comfort with evolving technology stacks and architectures; ability to adapt quickly to new tools, integrations, and platform changes - Hands-on experience with SEO (on-page, technical, and content-driven strategies) - Familiarity with AEO concepts and evolving LLM search paradigms (AI search, structured data) - Ability to translate data into actionable insights and experiments - Strong cross-functional leadership skills - Balance of strategic thinking and hands-on execution WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Paid time off, volunteer time off and holiday leave - Training, professional development, and career growth opportunities About Thorne We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake. Thorne is the leader in science-backed health and wellness solutions committed to helping individuals live healthier longer. As the top recommended clinical brand by healthcare practitioners, Thorne offers a comprehensive range of products including nutritional supplements and health tests designed to meet the unique needs of individuals at every stage of life. Founded in 1984, Thorne products are formulated with the highest-quality ingredients, supported by clinical research, and rigorously tested to ensure purity, potency, and efficacy. Thorne is trusted by 47,000+ health-care professionals, thousands of professional athletes, more than 100 professional sports teams, multiple U.S. National Teams, and more than five million consumers.