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Posted June 27th

Parent Experience (PX) Associate

New York, New York

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Posted June 27th

Parent Experience (PX) Associate

New York, New York







As a Parent Experience Associate, you will have the unique opportunity to join our best-in-class, parent-centric customer service department that lives at the heart of our company. The Parent Experience team will be transformative for ByHeart's brand, and you'll be starting pre-launch to establish the reputation, standards of excellence, and market distinction of our department, all while being responsible for representing our unique brand voice.

Reporting into the Director of Parent Experience, you will provide compassionate, personable, and timely care to ByHeart's customers - new and expecting parents and caregivers - responding to inquiries via live chat, SMS and email in a robust and resourceful fashion. You will be excited to adapt to best meet the needs of our parents as we learn more about them. You understand the delicate nature of responding to customers in our high stakes category, where credibility and brand trust is so vital to parents as they navigate feeding decisions for their baby. You'll be the first line of communication in supporting ByHeart's growing network of customers as they grow their families.

Reports To: Alexandra Pasanen, Director of Parent Experience

Location: New York (131 Varick Street, PH, New York, NY 10013)

Start Date: ASAP

Role Responsibilities
  • Serve as the first point of contact on all customer inquiries, responding promptly responding promptly on all channels such as live chat, text, and email, upholding and exceeding our best-in-class SLAs.
  • Follow proper protocols as it relates to urgent customer inquiries and inbound medical and quality complaints.
  • Assign tags and apply macros to each inquiry to collect robust data on our customers.
  • Provide support with a flexible schedule to meet our parents' evolving sleep schedule - be available occasionally on nights, weekends, and holidays.
  • Communicate with customers in a compassionate, empathetic, thinking one step ahead, and efficient manner.
  • Collaborate closely with our community and brand teams to ensure consistent customer service attention on our social channels and digital community platform "Cluster".
  • Support the execution of creative surprise and delight campaigns for ByHeart's customers
  • Be a founding member of the team that changes the game on customer service and parent care!

Skills & Qualifications
  • Bachelor's degree
  • 1-2 years minimum experience on a customer care team within a consumer-facing organization ideally in a regulated industry
  • Background in nutrition, interest in and knowledgeable about the parent space
  • Strong interpersonal, collaboration and communications skills, excellent grammar and writing skills with great attention to detail
  • A calm, solutions-oriented, positive attitude, with a strong sense of compassion, care, and empathy
  • Experienced in using MS Office Suite, especially PowerPoint, Word and Excel
  • Experience in Zendesk preferred
New York, New York