• Serve as the main point of contact for clients via email, phone, and chat, providing timely, accurate, and empathetic responses. • Accurately log, update, and maintain client records, interactions, and support history within our CRM system to ensure data integrity. • Compile, analyze, and generate regular reports on customer support KPIs (such as response times, resolution rates, and client satisfaction scores) to identify trends and areas for improvement. • Assist clients with financial or numerical inquiries, including billing discrepancies, account balances, and basic usage metrics calculations. • Troubleshoot, diagnose, and resolve client inquiries or technical issues efficiently. • Escalate complex technical or data discrepancies to the operations or product teams and follow up to ensure a swift resolution.

Role Description This role operates primarily during overnight hours and requires consistent overnight availability. Typical Hours are 5pm-1am PST/ 8pm-4am PST and a typical workweek will be Sunday through Thursday or Tuesday through Saturday. As an Overnight 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 - Ability to work flexible schedule to include AM, PM, Overnight, weekends, holidays, and overtime. Generally, an eight-hour shift; scheduled days and times may vary based on business needs. - 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 through phone, email, chat, and social channels. • Assist customers with order inquiries, returns, billing questions, and product information. • Accurately enter customer and order information into internal systems. • Resolve customer concerns professionally and escalate issues when necessary. • Maintain records of customer interactions and actions taken. • Identify opportunities to improve customer satisfaction and support sales initiatives. • Collaborate with team members and supervisors to ensure smooth operations.

Role Description As a Customer Care Coordinator, you will often be the first meaningful point of contact for members navigating an unfamiliar or high-stakes moment. The ability to establish rapport quickly, assess need accurately, and respond with both competence and care is what defines success here. This role is central to our mission and to the experience every member deserves. The Quest — What You’ll Do - Member Support & Intake - Conduct early-stage member outreach and intake — establishing trust, clarifying needs, and ensuring the right next steps are identified and owned. - Evaluate member circumstances with active listening and sound judgment, prioritizing effectively across a dynamic caseload. - Ensure continuity and follow-through from the first point of contact forward — a member is never just a case. - Communicate confidently across a broad range of members, from executives to staff to individuals navigating a difficult moment. - Case Management & Reimbursements - Track and manage support requests in our case management system, keeping every interaction accurate and current. - Process reimbursement requests accurately, efficiently, and with the attention they deserve. - Escalate issues to management as needed, with full context and a clear recommendation. - Follow established communication procedures and policies while bringing good judgment to situations they don’t fully cover. - Service Improvement - Surface patterns — what members ask about most, where the friction is, what’s working and what isn’t. - Suggest improvements to enhance service quality and the overall member experience. - Collaborate with teammates to keep the team operating at its best as our membership base grows. Qualifications - 5+ years of relevant professional experience in customer care, member services, or a similar role. - Exceptional analytical and problem-solving skills — you can interpret complex information, identify patterns, and apply sound judgment to resolve member issues with precision and confidence. - High attention to detail and the ability to manage multiple priorities without things falling through the cracks. - Background in healthcare, medical claims processing, or health insurance is strongly preferred, but not required. - Comfortable working independently and exercising good judgment when the answer isn’t obvious. - Bilingual in English and Spanish strongly preferred, but not required. - Proficiency in Microsoft Office Suite (Word, Excel, Outlook) required — comfort navigating digital tools and systems is essential to day-to-day success in this role. - Successful background check required. Requirements - You don’t wait to be told what a member needs — you sense it. - You know the difference between someone who needs information and someone who needs to feel heard first, and you never mix those up. - You carry a natural sense of urgency that never feels rushed to the person on the other end of the line. - You understand that every interaction either builds or erodes trust. - You process reimbursements accurately because someone is counting on that money. - You follow up because dropping the ball on a member in a hard moment isn’t acceptable to you. - You communicate clearly, flag issues early, and collaborate well with a small team moving fast. - You bring ideas for how to do things better and you’re not precious about the old way. - A significant portion of this role involves live phone conversations with members — you’ll need access to a quiet, distraction-free workspace. Benefits - Competitive salary: $70,000 – $85,000. - Generous PTO — 20 days annually. - Health coverage — 100% employer-paid Health Access Benefit. - HAS Cooperative membership (100% employer-paid) or Traditional Insurance via ICHRA (75% employer-paid). - Group Life & AD&D, Short-Term & Long-Term Disability. - 401(k) with employer match. - Fully remote with a real commitment to work-life balance.