Customer Care Specialist

Timeline® is a high-growth health and longevity brand founded in Switzerland on the belief that uncompromising research can unlock a new class of health, backed by cutting-edge science with the mission of promoting longevity and health span. We know that aging can't be stopped. However, through its 18 years+ of groundbreaking research, Timeline® is developing products designed to help reduce the impact of time on our health, from nutrition to skin and beyond. For more information: www.timeline.com

To support our U.S. growth, we’re seeking a Customer Care Specialist to join our team. Reporting to the Senior Manager, Customer Care, this role is focused on delivering exceptional support and ensuring a seamless, high-quality experience for our customers. You'll work as part of a customer service team, addressing inquiries, resolving issues, and ensuring customer satisfaction. Your knack for communication and outstanding organizational ability will be the driving forces behind creating meaningful and positive customer interactions.

This role is US-based, and operating on Pacific Standard Time. The schedule will include a mix of weekend and midweek hours.

Some of the main areas you’ll work on:

• Customer Support: Respond promptly and professionally to customer inquiries via phone, email, and live chat, ensuring a positive and helpful interaction.
• Issue Resolution: Address and resolve customer complaints and issues effectively and efficiently, ensuring a positive outcome for the customer.
• Product Knowledge : Maintain an in-depth understanding of our products and services to provide accurate information and support to customers.
• Order Processing: Assist with order placement, tracking, and updates, ensuring timely and accurate delivery.
• Feedback Collection: Gather customer feedback and provide insights to the management team for continuous improvement.
• Documentation: Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Team Collaboration: Work closely with other team members to ensure a seamless and positive customer experience.
• Support for Events and Promotions: Provide logistical support for events and other promotional activities, including preparing materials and managing schedules.

Your qualifications and experience

Essential - Minimum 2+ years of related experience in an ecommerce customer service role and experience in the supplement / wellness / consumer goods space is highly preferred, including.

• Experience of working with CRM systems and tools (Gorgias is preferred) and Shopify,
• Able to demonstrate empathy, patience and a warm approach to each and every customer
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage time effectively.
• Creative and innovative thinker, organized, detail-oriented, team player, and solution-oriented.
• Ability to prioritize and manage multiple projects.
• Agile and collaborative working style, with the ability to work against tight timelines.
• Enjoy working in an environment where responsibilities and projects may change rapidly; you are a problem solver and someone who enjoys working autonomously.
• A personal interest in wellness and emerging trends in the health and wellness industry preferred.

What you can expect

• Fully remote working including home office set up
• Performance-related bonus
• Employee ownership
• 401k (including a match)
• Health benefits offering a variety of different coverages for medical, dental and vision and employer covered disability and life insurance
• Annual product allowance
• Lifestyle spending allowance
• Dedicated budget for team events
• Professional development budget

The hourly rate for this position is expected to be between $24ph - $26ph. This range represents the low and high end of the anticipated range.