Overnight Customer Experience Specialist

New

United States, 5pm-1am PST/ 8pm-4am PSTFull-TimeEntry

Salary not disclosed

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Job Details

Ability to work flexible schedule to include AM, PM, Overnight, weekends, holidays, and overtime.
1+ years of experience in customer support, customer experience, hospitality, healthcare, or a related customer-facing role.
Excellent written communication skills with strong attention to detail and grammar.
Strong problem-solving abilities and the ability to think critically under pressure.
Demonstrated ability to handle multiple conversations and priorities simultaneously.
Empathetic, patient, and customer-focused approach to communication.
Highly organized and detail-oriented with strong time management skills.
Comfortable working independently in a fully remote environment.
Adaptable and eager to learn in a fast-growing startup environment.
Experience using customer support platforms such as Intercom, Zendesk, Gorgias, or similar tools is a plus.

Deliver exceptional customer support across SMS, live chat, and email.
Assist customers with account management, billing questions, subscription changes, and general inquiries.
Troubleshoot issues related to kit delivery, sample collection, returns, and lab processing.
Educate customers on Rythm's products, testing process, and health insights platform.
Resolve customer concerns with empathy, professionalism, and a solution-first mindset.
Accurately document customer interactions and maintain detailed records within our support systems.
Identify trends, recurring issues, and opportunities for process improvements and communicate them to leadership.
Collaborate cross-functionally with Operations, Logistics, Product, and Marketing teams to resolve customer issues and improve the member experience.

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