Member Experience Coordinator
2024-05-07
USA
Seed
Us
We are a microbiome science company pioneering innovations in probiotics and living medicines to impact human and planetary health. Founded to realize the potential of microbes, our platform enables the translation of breakthrough science across a portfolio that encompasses both indication-specific and preventive applications across gastrointestinal and digestive health, women’s health, skin and dermatological health, oral care, pediatrics, gut-brain function, metabolic function, and nutrition.
Our consumer innovations are commercialized under Seed® with a mission to bring much-needed precision, efficacy, education and perspective-shifting science communication to the global category of probiotics. And our environmental research is conducted under SeedLabs, which was founded to develop novel bacterial interventions to enhance biodiversity and restore ecosystems impacted by human activity. LUCA Biologics, our women’s health biotech company co-founded with Dr. Jacques Ravel, develops living medicines targeting the vaginal microbiome for urogenital and reproductive health.
Founded in Venice, CA with a global team across Europe, Australia, Asia and North America, Seed Health was co-founded by Ara Katz and Raja Dhir, alongside a scientific board comprised of leading scientists, researchers, and clinicians across the fields of microbiology, immunology, bioinformatics, dermatology, oral health, vaginal health, gastroenterology, mental health, pediatrics, and nutrition.
seedhealth.com • seed.com • luca.bio
We’re a human brand serving humans so building our Member Experience function with empathy and excellence in mind is our north star. Our Member Experience Coordinators are at the heart of it and play an integral part in our ever evolving service offering. You are the heartbeat of Seed and the steward of incoming emails and phone calls from every human that is excited about what we do and how we do it. Everyone you interact with will walk away feeling valued, inspired and excited.
This goes beyond creating a world-class member experience. That’s table stakes. This is about communicating and cultivating a seamless, educational, empowering, and wondrous experience across every member touchpoint. To do that means constantly asking how else you can serve with Seed’s ethos of curiosity, and learning injected into every email you write or phone call you take. When a member reaches out, you hold their hand and immerse them into our ecosystem through proactive, thoughtful communication and anticipatory service—providing solutions to problems before they arise. You are passionate about sharing factual, helpful education on our product offerings with the utmost empathy and compassion (and are discerning enough to know when to bring forth our SciCare team to go even deeper). You rival our most enthusiastic and excited members with your enthusiasm and excitement.
You are committed to teamwork and keep collaboration at the heart of each and every touch point. You are resourceful and resilient—enduring in your search to find new ways to create solutions and turn experiences around for each and every member. You are efficient in your independent work and you know that speed is appreciated by our members, but never compromise quality in the process. You are innately human-centered and constantly cultivate authentic connections with everyone you encounter, both internally and externally.
What you’ll do:
Serve Seed’s new and existing subscribers across all channels, including email, live chat, SMS, and phone
Act as the member champion, maximizing on opportunities to provide personal touches and surprise and delight experiences
Serve as the face of our brand, embodying our core values with a relatable, curious, and inviting attitude
Exude confidence, knowledge, and empathy when interacting with internal and external partners and members—when it comes to people’s health and how their bodies feel, you are especially understanding and helpful
Escalate order issues to ensure timely shipments for our members
Become an expert on Seed’s various product offerings
Actively pinpoint problems within product and experience to provide solutions for our members
Manage your personal daily ticket queue effectively, with quality and speed in mind
Complete ad-hoc assignments and other responsibilities as delegated
Share feedback and show up proactively for our members
Who you are:
1-3 years experience in Customer Experience or related field
A ruthless prioritizer with high emotional intelligence
Excellent written, communication, teamwork, and interpersonal skills
Organized, proactive, patient, solutions-driven, quick on your feet, and not afraid to roll up your sleeves
Deeply thorough and thoughtful
Ability to position the member at the center of every discussion or decision
Flexibility to work agreed upon business hours, including weekend shifts, and be prepared for holiday coverage
A serial problem-solver with a “cosmos is the limit” mentality
Resilient, ready to embrace challenging and unpredictable days
Committed to education and deepening self-learning and understanding of Seed, our products, and the science and knowledge that empowers our health
Comfortable with ambiguity and nimble with direction as the company grows to operate at scale; ability to react quickly to act on new and evolving business strategies
The hourly pay range for this full-time position is $24-$27/hour + equity + bi-annual performance based merit increase opportunities + benefits across all US locations (this position is 100% remote-US). Our pay ranges are guided by discipline, level and experience required. Within the range, individual pay may vary based on additional factors, including: your specific location, desired skills/ technical competency, relevant experience and advanced education/ training. Benefits include: Medical, Dental, Vision, Life, AD&D, LTD, Mental Wellness, EAP, Wellness Stipend + 401(k) match.
Seed is an equal opportunity employer. For us, diversity isn’t an HR metric—it is the result of billions of years of evolution; it’s our nature. To serve our community inclusively means to cultivate a relative abundance of perspectives, backgrounds, geographies, and experiences. Like in biology, each role and its function is key to the productivity, sustainability, and resilience of our ecosystem.
Seed Health does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or any employee of the Seed team. All candidates must be submitted via our Applicant Tracking System by approved Seed Health vendors who have been requested to make a submission by our Talent Acquisition team for a specific job opening.
We are a microbiome science company pioneering innovations in probiotics and living medicines to impact human and planetary health. Founded to realize the potential of microbes, our platform enables the translation of breakthrough science across a portfolio that encompasses both indication-specific and preventive applications across gastrointestinal and digestive health, women’s health, skin and dermatological health, oral care, pediatrics, gut-brain function, metabolic function, and nutrition.
Our consumer innovations are commercialized under Seed® with a mission to bring much-needed precision, efficacy, education and perspective-shifting science communication to the global category of probiotics. And our environmental research is conducted under SeedLabs, which was founded to develop novel bacterial interventions to enhance biodiversity and restore ecosystems impacted by human activity. LUCA Biologics, our women’s health biotech company co-founded with Dr. Jacques Ravel, develops living medicines targeting the vaginal microbiome for urogenital and reproductive health.
Founded in Venice, CA with a global team across Europe, Australia, Asia and North America, Seed Health was co-founded by Ara Katz and Raja Dhir, alongside a scientific board comprised of leading scientists, researchers, and clinicians across the fields of microbiology, immunology, bioinformatics, dermatology, oral health, vaginal health, gastroenterology, mental health, pediatrics, and nutrition.
seedhealth.com • seed.com • luca.bio
We’re a human brand serving humans so building our Member Experience function with empathy and excellence in mind is our north star. Our Member Experience Coordinators are at the heart of it and play an integral part in our ever evolving service offering. You are the heartbeat of Seed and the steward of incoming emails and phone calls from every human that is excited about what we do and how we do it. Everyone you interact with will walk away feeling valued, inspired and excited.
This goes beyond creating a world-class member experience. That’s table stakes. This is about communicating and cultivating a seamless, educational, empowering, and wondrous experience across every member touchpoint. To do that means constantly asking how else you can serve with Seed’s ethos of curiosity, and learning injected into every email you write or phone call you take. When a member reaches out, you hold their hand and immerse them into our ecosystem through proactive, thoughtful communication and anticipatory service—providing solutions to problems before they arise. You are passionate about sharing factual, helpful education on our product offerings with the utmost empathy and compassion (and are discerning enough to know when to bring forth our SciCare team to go even deeper). You rival our most enthusiastic and excited members with your enthusiasm and excitement.
You are committed to teamwork and keep collaboration at the heart of each and every touch point. You are resourceful and resilient—enduring in your search to find new ways to create solutions and turn experiences around for each and every member. You are efficient in your independent work and you know that speed is appreciated by our members, but never compromise quality in the process. You are innately human-centered and constantly cultivate authentic connections with everyone you encounter, both internally and externally.
What you’ll do:
Serve Seed’s new and existing subscribers across all channels, including email, live chat, SMS, and phone
Act as the member champion, maximizing on opportunities to provide personal touches and surprise and delight experiences
Serve as the face of our brand, embodying our core values with a relatable, curious, and inviting attitude
Exude confidence, knowledge, and empathy when interacting with internal and external partners and members—when it comes to people’s health and how their bodies feel, you are especially understanding and helpful
Escalate order issues to ensure timely shipments for our members
Become an expert on Seed’s various product offerings
Actively pinpoint problems within product and experience to provide solutions for our members
Manage your personal daily ticket queue effectively, with quality and speed in mind
Complete ad-hoc assignments and other responsibilities as delegated
Share feedback and show up proactively for our members
Who you are:
1-3 years experience in Customer Experience or related field
A ruthless prioritizer with high emotional intelligence
Excellent written, communication, teamwork, and interpersonal skills
Organized, proactive, patient, solutions-driven, quick on your feet, and not afraid to roll up your sleeves
Deeply thorough and thoughtful
Ability to position the member at the center of every discussion or decision
Flexibility to work agreed upon business hours, including weekend shifts, and be prepared for holiday coverage
A serial problem-solver with a “cosmos is the limit” mentality
Resilient, ready to embrace challenging and unpredictable days
Committed to education and deepening self-learning and understanding of Seed, our products, and the science and knowledge that empowers our health
Comfortable with ambiguity and nimble with direction as the company grows to operate at scale; ability to react quickly to act on new and evolving business strategies
The hourly pay range for this full-time position is $24-$27/hour + equity + bi-annual performance based merit increase opportunities + benefits across all US locations (this position is 100% remote-US). Our pay ranges are guided by discipline, level and experience required. Within the range, individual pay may vary based on additional factors, including: your specific location, desired skills/ technical competency, relevant experience and advanced education/ training. Benefits include: Medical, Dental, Vision, Life, AD&D, LTD, Mental Wellness, EAP, Wellness Stipend + 401(k) match.
Seed is an equal opportunity employer. For us, diversity isn’t an HR metric—it is the result of billions of years of evolution; it’s our nature. To serve our community inclusively means to cultivate a relative abundance of perspectives, backgrounds, geographies, and experiences. Like in biology, each role and its function is key to the productivity, sustainability, and resilience of our ecosystem.
Seed Health does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or any employee of the Seed team. All candidates must be submitted via our Applicant Tracking System by approved Seed Health vendors who have been requested to make a submission by our Talent Acquisition team for a specific job opening.