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Customer Experience Specialist (US-Based Biotechnology Company)

Customer Experience Specialist (US-Based Biotechnology Company)

PearlBaltimore, MD, US
1 day ago
Job type
  • Full-time
Job description

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 :

  • Support 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.
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    Customer Experience Specialist • Baltimore, MD, US

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