Associate Support Specialist

Job description

The Happiest Baby, Inc. (HB) is a mission-driven company dedicated to helping parents succeed at their most important job- raising healthy, happy children. Founded by renowned pediatrician and best-selling author Dr. Harvey Karp and Nina Montee Karp, Happiest Baby, Inc. develops science-based products, content, and services to enhance child well-being and to help solve everyday parenting challenges. Overview: The Associate Support Specialist provides front-line customer service, primarily addressing basic inquiries across multiple communication channels. This entry-level role is ideal for candidates developing core competencies in product knowledge, customer interaction, and service protocols. They receive mentoring and support from Senior Specialists and Lead Specialists. Responsibilities: Handle straightforward customer inquiries and common support topics (e.g., account issues, product FAQs, basic order status). Use documented scripts, macros and guidelines to provide accurate, empathetic responses. Escalate complex or unclear issues to the Support or Senior Support Specialist level. Participate in shadowing, hands-on training, and skill development sessions. Maintain accurate logs of all customer interactions in internal systems. Engage with internal wikis, documentation, and team resources to grow product and process knowledge. Perks: Private health insurance, in line with future arrangements SNOO for your baby for the happiest first 6 months A friendly office and a dynamic work environment Being part of a team that's making a difference in the lives of parents and babies