Position: D2C Support

Working Hours: To be Determined:
Mon – Fri or Sun-Thur 9:00 AM - 5:00 PM CST
Mon – Fri or Sun-Thur 11:00 PM - 7:00 AM PHT

Holidays: PH/US Holidays
Salary: $1000/month
Sourcing Location: Philippines

Company Overview
We are a science-based infant and maternal microbiome testing company. Unfortunately, certain diets, lifestyles, and medical interventions (while life-saving) have unintended consequences by disrupting the natural colonization of an infant's gut microbiome in early life. This potentially contributes to chronic diseases such as eczema, food allergies, asthma, type I diabetes, and obesity later in life, which affects hundreds of millions of people globally.

Using at-home test kits, next-generation sequencing, a proprietary knowledge base, and AI technology, we provide key insights during this critical period when the microbiome is developing rapidly and highlight risk factors linked to microbial imbalances. We generate personalized, actionable recommendations, and early interventions to hopefully prevent health issues linked to infant gut development and give the child the best possible start in life.

About the Job

We’re looking for a D2C Support team member who will own the end-to-end customer journey — from first interaction through results delivery and beyond.

This role sits at the center of our customer experience and operations engine. You’ll not only support prospective customers through their decision-making process, but also ensure a seamless and high-quality experience after purchase, coordinating across fulfillment, lab processing, and internal teams.

On the front end, you’ll guide users from initial interest to purchase by responding to inquiries, answering questions, and nurturing leads through email and chat.

Once a customer places an order, your role shifts into operational ownership. You’ll ensure orders are fulfilled accurately, shipments are tracked proactively, and any issues are resolved quickly. You’ll support customers through kit activation, sample collection, and return shipping — anticipating questions and reducing friction at every step.

From there, you’ll monitor samples as they move through lab processing, coordinating with internal teams and lab partners when delays or issues arise. You’ll keep customers informed so they always know what to expect.

After results are delivered, you’ll continue supporting the customer experience — answering follow-up questions, guiding next steps (such as consults or retesting), and gathering feedback to improve our product and workflows.

You’ll act as the connective tissue between our customers, operations, and lab — ensuring nothing falls through the cracks and every customer feels supported at each step of their journey.

This role requires strong attention to detail, clear communication, and a proactive mindset. You’ll manage manual workflows, identify opportunities to improve processes, and help scale operations as we grow.

Duties & Responsibilities

Manage customer inquiries across chat, email, phone and other support channels with empathy, clarity, and urgency
Guide customers from pre-purchase questions through post-results support
Own post-purchase operations, including:
- Order review and coordination with fulfillment (kitting, shipping labels, accuracy checks)
- Proactive shipment tracking and issue resolution (lost, delayed, or stuck packages)
- Supporting kit activation, sample collection, and return shipping
Monitor lab processing timelines and follow up with lab/internal teams as needed
Keep customers informed throughout their journey, especially during delays or edge cases
Troubleshoot and resolve customer issues end-to-end with a high level of ownership
Document and manage manual workflows with strong attention to detail and accuracy
Identify recurring issues and suggest process improvements to reduce manual work
Create and maintain help center articles and internal SOPs
Create Zendesk automations and triggers to improve efficiency
Capture customer feedback and share insights with Product, Ops, and Clinical teams

Skills & Requirements

2+ yrs experience in customer support,client success, support operations or a customer-facing roles
Excellent written and verbal English communication skills
Highly organized with strong attention to detail
Ability to manage multiple workflows and prioritize effectively
Proactive and solution-oriented mindset
Comfortable working independently and taking ownership of tasks
Experience with customer support tools (Zendesk or similar) is a plus
Familiarity with Google Workspace (Docs, Sheets) and Slack

D2C Support 3 - 65739764120