[Hiring] Customer Experience Specialist @Bobbie

Role Description

We're looking for a Customer Experience Specialist who doesn't see the inbox as a queue - they see it as a room full of parents who need support, reassurance, and someone genuinely in their corner. This is not a transactional role. You won't be moving tickets from open to closed. You'll be building trust, one conversation at a time, with families in some of their most tender and high-stakes moments. You care about accuracy and warmth in equal measure. You notice the details others scroll past. And you're always thinking about how a single interaction can deepen the relationship between a parent and the brand.

At the same time, you understand that caring deeply and operating efficiently aren't in conflict - they're the job. You bring thoughtfulness to every response and the discipline to move with purpose, manage your time well, and keep up with a real volume of people who need you.

The right person here knows that moving with purpose and pausing when a parent needs more aren't opposites - they're the same skill. The inbox will be full, but it should never feel like a conveyor belt.

• Respond to customer inquiries across channels with compassion, accuracy, and care - treating every message as a conversation, not a case number.
• Support parents navigating feeding decisions, product questions, subscriptions, and order concerns with both expertise and empathy.
• Recognize the nuances in every interaction - knowing when to troubleshoot, when to reassure, and when a moment calls for something more than a resolution.
• Manage your workload with focus and consistency, maintaining high quality without sacrificing pace.
• Look for opportunities to surprise and delight: the unexpected follow-up, the thoughtful note, the small gesture that makes someone feel truly seen.
• Act as a bridge between customers and the broader team - surfacing patterns, flagging feedback, and helping us get better because of what you're hearing.
• Be a living ambassador for Bobbie's mission, bringing warmth and conviction to every single touchpoint.

Qualifications

• Experience in customer-facing roles where relationships - not just resolutions - were the measure of success.
• Exceptional written communication: clear, warm, human, and free of corporate distance.
• High emotional intelligence and genuine curiosity about the people you're talking to.
• Strong attention to detail alongside the ability to hold the big picture at the same time.
• Proven ability to manage volume without losing quality - you're efficient because you're organized, not because you're cutting corners.
• Deep alignment with Bobbie's mission.
• Comfort with ambiguity and the judgment to know when to escalate vs. when to own it.
• Familiarity with CX platforms and comfort communicating across different channels, including social.
• Availability to work 5 days/week, with at least one weekend day.

Benefits

• Competitive stock options.
• 401k with employer match.
• Employee medical, dental, and vision insurance 100% covered by Bobbie, with options to add dependents through a subsidized pre-tax deduction.
• US-based remote work model.
• Flexible Time Off Policy (including Summer Fridays; half days on Fridays Memorial Day through Labor Day).
• 16 paid company holidays, plus an end of year holiday shut down.
• 16 weeks of paid parental leave with the option to take an additional 8 months unpaid.
• One year subscription to Bobbie or Baby's Only.
• $75 monthly internet stipend.
• Co-working space reimbursement.