Customer Experience Specialist

Chiyo is a personalized & integrative food-as-medicine platform that helps the next generation of mothers looking for guidance as they navigate the acute transitions of fertility, pregnancy and postpartum.

As our Customer Experience Specialist, you are our customer’s first contact at the brand and act as our customer advocate to provide the best possible experience for our Chiyo community. You’ll attend detailed training to become a product expert, knowing the ins and outs of our meal programs, and have a basic understanding of nutrition, with an interest in learning more.


We're looking for someone with:
- 3-4 years of experience in customer experience, client services, or operations roles.
- An excitement and passion for supporting new and expecting mothers along their maternal health journeys
- Collaborative, self-motivated, operates with high attention to detail, organization and an ability to communicate effectively

What you’ll do:
- Support customers via text and email with thoughtful, caring messages to make them feel heard, understood, and delighted
- Provide information and resolve customer inquiries including questions around order status, shipping, subscription management, gift card fulfillment, and more
- Execute end-to-end ticket resolution, including working across multiple systems to process new orders, order changes, credits or refunds, and all other ordering activities
- Support development of weekly order forecasts, production plans, and shipment routes, and place orders for shipping labels from local and nationwide couriers
- Conduct weekly and monthly reporting against customer issues and errors, refunds, cancellations, SLA adherence, CSAT scores, etc.
- Communicate timely updates directly with the kitchen and operations teams to support issue resolution, risk mitigation, and day-to-day operations
- Become a Chiyo expert––know the ins and outs of the company, product and brand and serve as the voice of our customers by passing their feedback along to internal teams

What you bring to the table:
- 3-4 years of experience in customer experience, client services, or operations roles
- Familiarity with Gorgias, Shopify, and Google Suites
- An excitement and passion for supporting new and expecting mothers along their maternal health journeys
- A strong writer with the ability to communicate detailed information clearly and effectively while maintaining brand voice
- High attention to detail, organized, and excellent time management skills to meet deadlines with competing priorities
- Professionalism, intuition, and empathy for both our customers as well as members of the Chiyo team
- A collaborative spirit, relaying customer feedback to drive continuous improvement
- Self-motivation with an eagerness to rise to complex customer challenges (e.g., addressing critical concerns for a first-time, overwhelmed mom)
- Self-starter—-we’re a remote-first company so being innovative, resourceful, and a go-getter is key!
- You are passionate about what we’re doing, proactive, curious, and excited about working at an early-stage startup (where you may end up doing all kinds of things)!

Details:
- This role requires you to have a quiet space to work from your home, and you must provide your own computer system, internet, and web camera
- Option to work 24 to 40 hours per week, ideally between 8AM - 4PM Eastern Standard Time
- Competitive hourly wage based on market rates ($5 USD per hour)
- 6 month minimum, with goal for longer term employment opportunity

How to apply:
If you’re interested, please email Upgrade to see actual info with the subject line “Interested in Chiyo’s CX Specialist role” and attach your resume and 2-3-minute video (mobile quality is great!) sharing 1) why are you interested in Chiyo and serving our customers, 2) why do you feel like you’re a good fit, and 3) a fun fact about you!

At Chiyo, we are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Chiyo is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law.