Role Description As a Customer Experience Specialist, you'll be the voice of Rythm and a key part of helping members stay engaged in their health journey. You'll support customers across SMS, live chat, and email, providing fast, empathetic, and solution-oriented assistance throughout every stage of the customer lifecycle. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about delivering exceptional customer experiences. You'll work closely with teams across Operations, Logistics, Product, and Marketing to advocate for our members and help continuously improve the customer journey. What You'll Do - Deliver exceptional customer support across SMS, live chat, and email. - Assist customers with account management, billing questions, subscription changes, and general inquiries. - Troubleshoot issues related to kit delivery, sample collection, returns, and lab processing. - Educate customers on Rythm's products, testing process, and health insights platform. - Resolve customer concerns with empathy, professionalism, and a solution-first mindset. - Accurately document customer interactions and maintain detailed records within our support systems. - Identify trends, recurring issues, and opportunities for process improvements and communicate them to leadership. - Collaborate cross-functionally with Operations, Logistics, Product, and Marketing teams to resolve customer issues and improve the member experience. - Meet performance expectations related to quality, productivity, responsiveness, and customer satisfaction. - Contribute to maintaining and improving internal knowledge bases, SOPs, and customer-facing resources. - Act as a customer advocate by providing feedback that helps shape product improvements and operational processes. Qualifications - 1+ years of experience in customer support, customer experience, hospitality, healthcare, or a related customer-facing role. - Excellent written communication skills with strong attention to detail and grammar. - Strong problem-solving abilities and the ability to think critically under pressure. - Demonstrated ability to handle multiple conversations and priorities simultaneously. - Empathetic, patient, and customer-focused approach to communication. - Highly organized and detail-oriented with strong time management skills. - Comfortable working independently in a fully remote environment. - Adaptable and eager to learn in a fast-growing startup environment. - Experience using customer support platforms such as Intercom, Zendesk, Gorgias, or similar tools is a plus. - Healthcare, health-tech, wellness, subscription business, or e-commerce experience is a plus. - Ability to maintain confidentiality and handle sensitive customer information with professionalism. Benefits - Highly competitive base salary. - Meaningful equity aligned with the scope and impact of your role. - Flexible, remote-first work environment. - Generous Paid Time Off and company holidays. - 401(k). - Monthly Rythm membership with full access to at-home blood testing and personalized health insights. - Healthcare with monthly premium fully covered by the business. - High ownership and visibility from day one, with the opportunity to make a meaningful impact. - The chance to help shape the future of personalized health and preventative care. - A small, collaborative, mission-driven team that moves quickly and values great ideas regardless of title.

• Provide excellent customer service primarily by telephone to all PacificSource customers • Assist customers with coverage/claims related questions • Accurately interpret benefits and policy provisions for all PacificSource products • Conduct appropriate research and follow-up for prompt resolution of disputed claims • Work efficiently in a high volume call center while maintaining a professional, positive, and caring demeanor • Assist callers with coverage related questions/concerns; accurately interpret policy provisions for assigned products • Analyze customer’s inquiries and determine correct steps for resolution, interpret benefit information, and claims processing accuracy • Keep resource information up to date and well organized • Document calls in a clear and consistent manner in computer system • Conduct appropriate research, take ownership and follow through for prompt resolution of disputed claims

• Handle incoming calls from patients, attorneys, insurance companies, etc. to resolve problems and answer questions • Be able to effectively listen and communicate revenue cycle outcomes or processes with caller • Be familiar with and understand payor and state rules and regulations and client information • Adhere to all company policies and procedures • Other duties as assigned

• Handle a large call volume while ensuring quality customer service and patient satisfaction • Follow-up on all issues not resolved during conversation with patient/guarantor • Ability to complete other related customer service duties as assigned • Answer patient calls within the guidelines of call center metric objectives • Ensure appropriate HIPAA compliance guidelines • Adhere to work schedule and follow call center phone procedures • Maintain professionalism and confidentiality