Role Description You are on the front lines to ensure every user interaction with Bloomlife is a positive one. You own the day-to-day interactions with our users (patients and healthcare providers) to ensure their questions are answered, problems are solved, and voices are heard. You champion moms and help identify new opportunities to delight and empower them. You understand care providers' concerns and needs, and take every opportunity to simplify their day-to-day work and ensure they’re delighted with our services. You help catalyze a maternal health revolution, working closely with the commercial team to bring prenatal care into the 21st century. This is a role for someone who loves talking to people, has great empathy, and can uncover underlying needs through listening intently. Responsibilities: - You manage day-to-day user interactions over multiple channels (phone, text messages, chat, emails, social) using digital communication tools to ensure a positive company image is maintained. - Patient success: - Respond directly to questions and requests for technical assistance from patients by identifying and resolving problems or as needed escalating issues to the product and technical teams. - Take ownership of the patient journey, from order to offboarding, and do whatever is necessary to ensure every patient has a positive experience. - Monitor patient adherence and proactively follow-up with patients who show signs of poor adherence or other issues. - Provider success: - Respond directly to requests from healthcare providers, and follow-up with their patients as needed. - Establish a trusted relationship with healthcare providers and do everything to ensure they have a positive experience with Bloomlife. - You are the eyes and the ears of the company. You drive improvements in our services and products by reporting back what you see in the field to the sales and marketing team and to the whole company. - Identify and nurture customer advocates and collect user stories that capture our value proposition. Bring these stories back to the team and with the marketing team to help craft testimonials and marketing material. - Uncover underlying needs and identify opportunities to improve the end-to-end user experience and where new products or content can be developed to better inform, empower, and delight our users. - You will help collect and make sense of customer satisfaction data and customer surveys to monitor user happiness, make adjustments for individual customers, and drive customer retention. - Compliance: You handle and report user complaints following the company’s standard operating procedures (SOP). The Big Picture: - You absolutely love helping people. You live for this. - You recognize that pregnancy is a sensitive time in a parent’s life, that we are privileged to be welcomed into their journey to parenthood, and can empathize with their needs and concerns. - You understand that healthcare providers have busy and stressful work schedules, and that we have the opportunity to support them in their day-to-day work and help make their work more efficient. - You go above and beyond to create valuable and memorable experiences for users. - You are organized, can prioritize and handle a large volume of tasks including incoming requests from multiple channels. - You have exceptional communication skills. - You have strong attention to detail. - You possess strong problem-solving skills and demonstrate sound judgment. - You are a team player and collaborate well. The Nitty Gritty: - Experience in customer-facing roles in healthcare handling PHI. - Familiarity with CRM systems and practices, specifically Intercom and an ability to learn new software quickly. - You are comfortable with using spreadsheets and databases. - You have experience interpreting and summarizing feedback and data to drive improvements. - Ability to speak a second language is a plus. Qualifications - Experience in customer-facing roles in healthcare handling PHI. - Familiarity with CRM systems and practices, specifically Intercom. - Ability to learn new software quickly. - Comfortable with using spreadsheets and databases. - Experience interpreting and summarizing feedback and data to drive improvements. - Ability to speak a second language is a plus. Requirements - Exceptional communication skills. - Strong attention to detail. - Strong problem-solving skills and sound judgment. - Ability to prioritize and handle a large volume of tasks. - Team player with good collaboration skills. Benefits - Flexible work environment and remote work culture. - Remote position for someone based in the USA. - Initial commitment of 20 hours/week, with the possibility to grow into a full-time position within a year.

• Monitor daily order flow across US, Canadian, and UK 3PLs; catch stuck orders and exceptions before they become customer issues. Liaise with 3PLs on damaged inbound units, fulfillment errors, returns, and special projects. • Coordinate inbound shipments and receiving; track containers, follow up on discrepancies, and keep inventory records clean. Maintain accurate inventory data, flag low-stock SKUs, and partner on reorder timing. • Improve SOPs, automate manual work, and pull operational reports (shipping SLAs, return rates) to surface anomalies. • Work tickets in Commslayer alongside the CS team: WISMOs, address changes, refunds, replacements, returns, warranty claims. • Offer the right solution (education, sizing, replacement part, alternative SKU) instead of defaulting to a refund. • Reconcile credit notes, invoice and process sales orders, and keep accounting and inventory systems clean. • Improve Commslayer automation: canned responses, macros, AI agent training, KB content, routing rules.

• Monitor and triage customer support tickets in Pylon (roughly 10–20 per day) • Investigate pending/failed transactions across internal tooling: identify where they’re stuck, why, and what next steps are needed; escalate with clear context when required • Guide customers to the right resources and documentation • Create and maintain runbooks and internal documentation so the team can move faster • Surface patterns and flag recurring issues to help improve customers’ experience with Brale and internal teams’ experience supporting customers.

• Respond to customer support tickets, including answering questions and resolving issues related to existing orders • Manage high-volume phone calls to assist customers with existing orders and assist new customers with how to place new orders online • Respond to emails and address questions and concerns from customers, internal department queries relating to orders or payment on orders and process servers in the field • Document issues in Confluence • Visit court dockets for information on case filing and occasionally pull filed papers • Perform other job-related duties as assigned