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.