D2C Support | 59418592513

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
Sourcing Location: Philippines

Company Overview
We are the first science-based platform that profiles a mother and baby's microbiomes in the first 1,000 days which is a critical window for the infant's lifelong health. 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

• 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