Manager, Customer Support

Pendulum is on a mission to help people improve physical and mental health by creating a new category of products that target the microbiome. We are researching, developing, and commercializing a novel class of rationally designed Live SynbioticsTM (probiotics + prebiotics) that have demonstrated clinical efficacy in treating conditions like metabolic syndrome, inflammation, and neurodegeneration. We are a highly collaborative team of scientists, engineers, physicians, marketers, and clinicians interested in improving human health using the latest research from diverse fields, such as microbiology, molecular biology, high-throughput genomics, distributed computing, pharmaceutical development, and nutrition. We believe strongly in an individual's transparency and strong communication to enable the most effective and efficient path to team success. If you're interested in building a new category of products that will help improve people's lives globally and love working in a cross-functional, collaborative, inspiring environment, please continue reading!
About the role: Reporting to our Director of Customer Experience and Insights, you will work as a Customer Support Manager and help to drive a best-in-class customer experience through the training and performance management of our Tier 1&2 agents, administration, and optimization of our support ticketing system and AI chatbot, and continuous improvement of our policies, processes, and customer outcomes. 
This is a highly customer-facing role, and we are looking for someone who utilizes positive reinforcement and an upbeat personality to help encourage our consumers to be their healthiest! If you are interested in joining the Customer Support team with the organization that is leading the microbiome nutrition field, please apply!

Responsibilities

• We’re in a rapid-growth stage so–every day will look a little different, but in general, you will do things like: 
• Establish, communicate, and breathe life into Pendulum’s customer experience vision and strategy for our product offerings across a variety of sales channels, including DTC, B2B, Marketplace (Amazon, Walmart, etc.), and Healthcare Professional customers
• Design, execute, measure, and improve the daily operations and systems that enable Pendulum’s Customer Support team to execute our vision and strategy at scale
• Mentor, train, and empower Pendulum’s Customer Support team members to do their best work, developing functional expertise and behaviors while fostering a continuous learning and development culture.
• Continuously iterate and improve Pendulum’s customer experience, leveraging data to reduce churn, renew/upsell products & services (by working with the Growth Marketing team), and improve customer health.
• Confidently communicate ideas to senior executives as well as internal and external stakeholders. 
• Develop key performance indicators as operational metrics to provide visibility into the health of the customer base. 
• Work with the Customer Experience and Insights team to identify compelling consumer testimonials about our products, find ways to insert consumers into appropriate marketing activities, and enhance product development while always considering the overall consumer experience
• Interface cross-functionally with the Supply Chain, Quality, Regulatory, R&D, Science, and Marketing teams
• Serve as an internal point of contact for all customer questions, comments, and complaints, from beginning (initial point of contact) to end (full resolution)
• Develop a deep understanding of our products, associated healthcare conditions (Microbiome, Type 2 Diabetes, IBS, etc.), and the customer experience journey

Requirements

• First and foremost, ferocious curiosity is required to be successful in this role!
• Bachelor's degree from an accredited four-year university–a plus, but not required
• 4+ years of demonstrated experience in leading omnichannel customer support teams, ideally both in-house and BPO/vendor management
• Zendesk administration experience is required
• Experience with AI chatbot systems and workflows (such as Solvvy) is a plus
• Strong written and verbal skills 
• Comfortable working remotely and independently–a real self-starter
• Extremely strong relationship-building skills, open-minded, compassionate, and non-judgmental
• Flexibility in working with a wide range of individuals across different communication mediums (text/voice/email)
• Critical thinking and tech-savvy, ability to solve problems within multiple computer applications
• Ability to learn new software quickly

Salary & Benefits

• 75,000 to 90,000 (DOE)
• Medical, Dental, and Vision
• Commuter Benefits
• Life & STD Insurance
• Company match on 401 (k)
• Flexible Tim