Customer Experience Specialist

About Us

Rythm is recognized as the fastest expanding laboratory in the United States, transforming at-home testing with a seamless blood test experience. We have processed millions of tests across all 50 states while managing all operations internally, enabling us to innovate swiftly and maintain outstanding quality in health and wellness services.

Role Overview

As a Customer Experience Specialist at Rythm, you will serve as the primary advocate and voice for our customers, assisting them through SMS, live chat, and email platforms. You will provide prompt, empathetic, and solution-driven support throughout the entire customer journey, working in a dynamic environment that demands strong problem-solving skills and a passion for exceptional service. Collaboration with various departments including Operations, Logistics, Product, and Marketing will be essential to continuously enhance the overall customer experience.

Key Responsibilities

• Provide outstanding support via SMS, live chat, and email communication channels.
• Assist customers with account issues, billing inquiries, subscription modifications, and other general questions.
• Troubleshoot problems related to kit shipments, sample collection, returns, and laboratory processing.
• Educate customers regarding Rythm's product offerings, testing protocols, and health insights platform.
• Address customer concerns empathetically, professionally, and with a focus on effective solutions.
• Keep detailed and accurate records of customer interactions within support systems.
• Detect recurring issues, track trends, and suggest process improvements to leadership.
• Collaborate with cross-functional teams to resolve customer problems and elevate member satisfaction.
• Meet established performance standards for quality, efficiency, response time, and customer satisfaction.
• Support the upkeep and enhancement of internal knowledge bases, standard operating procedures, and customer resources.
• Advocate for customers by providing constructive feedback for product and operational enhancements.

Candidate Profile

• At least one year of experience in customer support, customer experience, hospitality, healthcare, or related roles involving direct customer interaction.
• Exceptional written communication skills with meticulous attention to grammar and detail.
• Strong analytical and problem-solving skills with an ability to maintain composure under pressure.
• Capable of managing multiple conversations and priorities simultaneously.
• Demonstrates empathy, patience, and customer-centric communication style.
• Highly organized with excellent time management abilities.
• Comfortable working independently in a fully remote capacity.
• Adaptable and enthusiastic about learning within a fast-paced, growing startup environment.
• Experience with customer support platforms like Intercom, Zendesk, or Gorgias is advantageous.
• Background in healthcare, health technology, wellness, subscription business, or e-commerce is a plus.
• Maintains confidentiality and handles sensitive information professionally.

Benefits

• Competitive base compensation.
• Equity participation aligned with role impact and scope.
• Remote-first work culture with flexible arrangements.
• Generous paid time off and recognized company holidays.
• 401(k) retirement plan options.
• Complimentary monthly Rythm membership providing full access to at-home blood testing and personalized health insights.
• Full coverage of monthly healthcare premiums by the company.
• Opportunity for significant ownership and impact from day one.
• Contribute to shaping the future of personalized health and preventive care.
• A collaborative, mission-driven, and agile team that values ideas regardless of hierarchy.