Job Description

THE OPPORTUNITY

At ZBiotics, we make genetically engineered probiotics that improve daily life. As a group of ambitious, yet down-to-earth individuals, we are fueled by two things: a love for science and a commitment to being people-first. GMO products like ours, designed to benefit individuals rather than corporations, are the future. As the first to market, we believe it's our duty to set a high bar for product quality, safety, and transparency for others to follow.

In 2019, we launched the world's first genetically engineered probiotic: a 15mL probiotic drink designed to break down the alcohol byproduct that leads to rough mornings after drinking. Since then, ZBiotics continues to grow year after year. With new, completely unique products on the way, our team is growing. We're looking for people as excited as we are to build this new category of consumer products.

YOUR IMPACT

ZBiotics is seeking a self-motivated, organized customer experience associate to embody, develop, and execute the team's customer response strategy. Someone in this role excels by demonstrating an exceptional balance between delivering a world-class, empathetic customer support experience and operating efficiently. As the company is a fast-growing startup, an individual is needed who can change focus with agility, prioritize effectively, and communicate clearly to partner with anyone across the organization.

The position will report directly to the CEO to ensure brand alignment with customer engagement, and partner with the COO and marketing teams to work through operational solutions that improve the customer experience.

Platforms this role will use include G Suite, Notion, Gorgias, Shopify, and Facebook Business Suite.

While there is flexibility to work remotely, this person will spend at least two days a week supporting HQ fulfillment and operations at our San Francisco office. Employees are required to be fully vaccinated against COVID-19 unless medically exempted, and expected to follow health and mask mandates issued by the city and county.

THIS ROLE IS FOR YOU IF …

You live and breathe customer service, and deeply care about the customer experience. You know how to communicate effectively across a range of audiences and have a deep appreciation for the entirety of the customer's journey. You can strike a balanced tone, instill confidence, and know when it's appropriate to call a customer on the phone to make things right.

You understand the role customer service plays in the overall success of a young startup, and will present thoughtful solutions to elevate the brand as the company grows. You won't lose sight of a greater vision for where things are going, and will adjust systems and processes as the work scales.

You are inherently curious and aligned with the science-driven goals of the company. You can present creative solutions, and keep up-to-date on support systems and models that work well for the team's needs. Above all, you are sharp, self-motivated, and willing to roll up your sleeves to learn as you go. You are thrilled by the opportunity to stretch both themselves and the company, bring an informed perspective, and will work closely with the team to achieve company goals.

RESPONSIBILITIES

• Respond to all inbound customer service, achieving ZBiotics response time metrics and processing support tickets at least twice a day
• Track in-progress orders, audit delays, process returns, and manage shipping failures before they impact customer experience
• Support on-site fulfillment at HQ when needed; track HQ product + supply + promotional inventory
• Update, adjust, and refine customer response macros / scripts as needed
• Engage with social media responses through Facebook Business Suite when product- or customer service-related
• Generate weekly reports, delivering insights for the team based on customer service analytics (appeasement costs, customer flow improvements, etc.) that support cost-savings and improvements to customer retention / conversion
• Maintain SOPs for customer support processes, supporting growth and onboarding of additional Support Experience team members or outsourced talent
• Help create the foundation for a scalable customer service department that is able to grow as ZBiotics grows

REQUIREMENTS

• 2+ years retail / hospitality / food service / customer service experience
• Strong written communication skills, attention to detail, and the ability to comfortability give and receive feedback
• Experience working independently and managing own schedule
• Exposure to CRM / CMS / support ticket platforms, configuring SaaS platforms, and NetPromoter System a plus
• Inventory management or supply chain + logistics knowledge is helpful
• Background in science and/or the ability to understand the basic mechanics of the core products
• Passion for the power of science to improve our lives
• Consistently delivers a positive attitude with customers, demonstrates empathy, and open-minded approach to problem solving

BENEFITS

We believe in a life well-lived. ZBiotics offers competitive benefits for a life outside of work, including: health / dental, 401(k) contribution, a minimum PTO policy (with unlimited time off), parental leave, a home office stipend, transit benefits, and access to award-winning coworking space in San Francisco.

WE ENCOURAGE YOU TO APPLY …

At ZBiotics, we value our differences, and we encourage all – especially those whose identities are traditionally underrepresented in tech organizations – to apply.