Customer Experience Concierge

Work hours: 40 hours per week
Timezone: Eastern Standard Time (U.S.)
Initial work schedule: 9:00 am to 5:00 pm EST, Mondays to Fridays
Rate: $4 to $5 per hour DOE

Job Overview:
We are seeking a Lean Pro Customer Experience Concierge who will serve as the frontline voice of our brand. This role is responsible for delivering high quality, empathetic, and accurate support to customers through email and support platforms.

You will handle everything from product and subscription questions to shipping, refunds, and sensitive health related inquiries. The ideal candidate is detail oriented, calm under pressure, and takes full ownership of every customer interaction while maintaining a consistent and elevated brand voice.

Responsibilities:
Respond to customer inquiries via email with efficiency, accuracy, and empathy
Handle product questions, ingredient inquiries, subscriptions, billing, shipping, refunds, and cancellations
Maintain a high standard of customer service aligned with brand tone and care
Identify and escalate sensitive or clinical concerns to the appropriate team
Track and report key support metrics such as response time, CSAT, and first contact resolution
Identify patterns in customer concerns and suggest improvements to FAQs and SOPs
Collaborate with marketing and product teams to relay customer feedback

Qualifications:
At least 1 year of customer service or support experience (health or wellness industry preferred)
Strong written and verbal English communication skills
High attention to detail and strong ownership of inbox and cases
Experience with email support platforms such as Gorgias, Zendesk, HelpScout, or Freshdesk
Familiarity with Shopify, Google Docs or Sheets, and Slack
Ability to handle sensitive concerns with professionalism and confidence

Nice to Have:
Experience supporting subscription based or ecommerce brands
Background in handling health or wellness related customer inquiries