Customer Experience Specialist

Bobbie

2d•Remote

About The Position

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.

Requirements

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

Responsibilities

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

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