Customer Concierge Specialist

Job description

Summary Position: Customer Experience Specialist (Full-Time) Locations: Remote (U.S.-based) Compensation: Hourly rate Schedule: As needed, with weekend availability Our Mission: Make humanity health literate. This job is right for you if you: - Are comfortable representing a premium health brand in fast-moving, real-world support environments. - Thrive in controlled chaos and stay calm, sharp, and personable when multiple channels light up at once. - Can quickly learn and clearly explain nuanced health concepts—beyond copy-paste macros. - Know how to read people and adapt your approach without sounding scripted or robotic. - Are confident talking about health, wellness, biomarkers, and performance with a wide range of people. - Take ownership of your presence, your process, and your outcomes. - Show up prepared, on time, and ready to represent the brand at a high standard. - Can do the work yourself and do not outsource or bring in friends to help. This is not a passive support role. You are not there just to close tickets or deflect questions. You are there to educate, connect, and resolve—so customers feel seen, supported, and successful. What you’ll do: - Be the welcoming face of Rythm Health across chat, email, phone, SMS, and social, meeting customers where they are. - Guide customers through the at-home testing process with clear instructions and helpful troubleshooting for kit usage, sample collection, and next steps. - Maintain precise documentation of customer interactions and feedback in our support system. - Spot patterns in questions and pain points; help improve FAQs, macros, and self-serve resources. - Collaborate with internal teams to escalate and resolve complex issues, then close the loop with timely follow-up. - Support fulfillment logistics, including coordinating kit replacements when needed. - Uphold our brand values with empathetic, knowledgeable, and respectful communication. - Stay current on product flow, biomarkers, and all processes so information is accurate and relevant. - Be available on weekends. - Handle occasional ad-hoc assignments that keep the customer experience strong and consistent. Hiring process: We are intentionally keeping this fast and real. 1. 15-minute conversation A quick call to get to know you, answer questions, and make sure this feels like a mutual fit. If you’re energized by people, confident talking about health, and excited to be on the front lines of building something meaningful, we want to hear from you.