Customer Experience Specialist

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Rythm

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

👥 B2C

Healthcare • B2C

Rythm is a consumer-focused at-home blood testing company. It provides painless finger-prick collection kits that users can mail or schedule pickup for, and Rythm operates its own CLIA-certified and CAP-accredited laboratory to deliver clinical-grade blood test results in under 72 hours. The service is HIPAA compliant, FDA-cleared, HSA/FSA-eligible and sold as a flexible monthly subscription with an AI-powered dashboard and personalized insights/coaching that track biomarkers and trends over time.

📋 Description

• Deliver exceptional customer support across SMS, live chat, and email • Assist customers with account management, billing questions, subscription changes, and general inquiries • Troubleshoot issues related to kit delivery, sample collection, returns, and lab processing • Educate customers on Rythm's products, testing process, and health insights platform • Resolve customer concerns with empathy, professionalism, and a solution-first mindset • Accurately document customer interactions and maintain detailed records within support systems • Identify trends, recurring issues, and process-improvement opportunities, and communicate them to leadership • Collaborate with Operations, Logistics, Product, and Marketing teams to resolve customer issues and improve the member experience • Meet performance expectations related to quality, productivity, responsiveness, and customer satisfaction • Contribute to maintaining and improving internal knowledge bases, SOPs, and customer-facing resources • Act as a customer advocate by providing feedback that helps shape product improvements and operational processes

🎯 Requirements

• 1+ years of experience in customer support, customer experience, hospitality, healthcare, or a related customer-facing role • Excellent written communication skills with strong attention to detail and grammar • Strong problem-solving abilities and the ability to think critically under pressure • Demonstrated ability to handle multiple conversations and priorities simultaneously • Empathetic, patient, and customer-focused approach to communication • Highly organized and detail-oriented with strong time management skills • Comfortable working independently in a fully remote environment • Adaptable and eager to learn in a fast-growing startup environment • Experience using customer support platforms such as Intercom, Zendesk, Gorgias, or similar tools is a plus • Healthcare, health-tech, wellness, subscription business, or e-commerce experience is a plus • Ability to maintain confidentiality and handle sensitive customer information with professionalism

🏖️ Benefits

• Highly competitive base salary • Meaningful equity aligned with the scope and impact of your role • Flexible, remote-first work environment • Generous Paid Time Off and company holidays • 401(k) • Monthly Rythm membership with full access to at-home blood testing and personalized health insights • Healthcare with monthly premium fully covered by the business • High ownership and visibility from day one, with the opportunity to make a meaningful impact • The chance to help shape the future of personalized health and preventative care • A small, collaborative, mission-driven team that moves quickly and values great ideas regardless of title