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Customer Experience Specialist (US-Based Biotechnology Company)
PearlCleveland, OH, US6 days ago
Job type
- Full-time
Job descriptionSupport Across Channels Manage tickets through Gorgias (email), calls through OpenPhone, and social DMs / comments. Use AI draft assistance as a starting point while tailoring every reply to the customer's context. Customer Advocacy with Business Judgment Lead with empathy, validate customer concerns, and set clear expectations. Prioritize high-value and urgent tickets, escalate edge cases, and use judgment on remedies (reships, refunds, discounts). Clarify ambiguous requests before acting to ensure accuracy. Operational Excellence Maintain ticket hygiene with accurate tagging, notes, and statuses. Coordinate with ops / logistics to handle customer needs like expedited shipping or order adjustments. Follow and improve SOPs, particularly around edge cases like delays or suspected fraud. Brand & Product Accuracy Communicate product's science clearly, simply, and correctly (training provided). Flag customer insights and recurring issues to the team. Contribute to the knowledge base and ensure accuracy in documentation.
Customer Experience Specialist
We're looking for a Customer Experience Specialist to join a US-based biotech company dedicated to transforming digestive health.
In this role, you'll be the warm, steady, and smart voice of our clientdelivering world-class support across email, phone, and social channels. This is not "afterthought" support : customer experience is a core feature of their product. You'll ensure every interaction is fast, accurate, empathetic, and contributes to customer trust and retention.
Your impact will include :
- Be the trusted point of contact for thousands of global customers, resolving issues with empathy and accuracy.
- Drive customer trust, satisfaction, and loyaltyturning first-time buyers into long-term advocates.
- Surface insights from support interactions that improve products, processes, and communication.
- Help shape their product into a best-in-class customer experience program.
Core responsibilities include :
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Customer Experience Specialist • Cleveland, OH, US
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