Droplette is a biotech/skincare company revolutionizing transdermal delivery of formulations for cosmetic and medical applications. We are building a disruptive needle-free platform technology comprised of a connected device and an underlying software data platform, with groundbreaking applications in cosmetics, gene delivery, and healthcare.

We are backed by top tier VCs and recently closed our series A funding. Droplette's technology encompasses a connected hardware device, a consumable filled with a formulation, and a wireless inductive charger.

We have launched our initial product offerings and are seeking candidates interested in assisting with hardware-oriented customer service at various touchpoints: Intercom chat, email, social media, and DMs. This will be a full time position with “on call” daily hours, including limited time on weekends. We are located in Boston, MA but would prefer a candidate on the West Coast (or someone open to working hours which accommodate West Coast working hours).

Responsibilities would include:

• Directly assisting customers while they shop, use, and troubleshoot the Droplette device, capsules, and app via Live Chat
• Answering customer emails for our e-commerce business. This includes providing skincare recommendations, tracking orders and complaints, working with our fulfillment team to troubleshoot issues, and managing subscription memberships.
• Engaging with customers via social media platforms such as Facebook and Instagram
• Helping develop tone, vocabulary, and scripts to streamline customer communication on an ongoing basis
• Determining the root cause of problems, escalating issues to management when necessary, resolving issues, and helping to implement strategies to improve processes.
• Supporting cross functional tasks and teams where customer-facing touch points are present.
• Identifying areas for efficiency and improvement in the customer experience and collaborating on strategies with Membership Services Manager.

Qualifications:

• 2+ years experience in a customer support role

• Clear understanding of excellent customer service

• Proactive, enthusiastic, and motivating personality

• Excellent command of the English language, spoken and written

• Great communication and problem-solving skills

• The ability to work under pressure, and adapt quickly to operational changes

• Experience with hardware customer service

• Friendly, engaging conversational style

• College degree preferred

• Ability to work independently with a sense of urgency

• Hyper-organized with high attention to detail

More about Droplette

The Droplette team is driven to make an impact in cosmetics, medicine, and consumer healthcare by harnessing hardware and software. The ideal candidate for this role will join us on our mission to push the limits of molecular delivery and be enthusiastic about working with a constantly-growing company. We are seeking candidates that are both a technical and cultural fit for our organization: we believe that a passionate and diverse team with interdisciplinary skill sets is crucial as we strive to make a positive difference in the world with our technology.