Customer Success Specialist

2+ years of experience in customer service, support operations, or community management Strong written and verbal communication skills with a friendly, professional tone Organized and comfortable managing multiple inquiries and priorities Empathy and patience when interacting with parents and caregivers Experience using tools like Shopify, Gorgias, Zendesk, or Intercom Proactive mindset and comfort working in a small, fast-paced startup environment

Respond to customer inquiries across email, chat, and social media channels Handle questions about orders, subscriptions, product usage, and shipping Provide empathetic, accurate, and solution-oriented responses Escalate complex issues to the operations or product teams Track recurring feedback and identify opportunities to improve the customer experience Collaborate with marketing and operations teams Support subscription management, refunds, and replacements Help maintain FAQs, help-center content, and internal customer response templates Maintain accurate customer records and case histories using CRM tools Report trends, pain points, and insights Participate in weekly check-ins