Job details

Contractor: Customer Care Onboarding and Sizing Specialist

At Willow Innovations, Inc., our vision is to create a better world for moms. We are focused on identifying where moms need support in the motherhood journey, and building hardware- and software-based solutions around their needs.

In 2014, we created the first-ever cord-free Willow™ Wearable Breast Pump, revolutionizing the industry. Fast forward to today, we are building a portfolio of physical and digital products to solve mom's most meaningful problems and improve their lives.

Willow Innovations, Inc. sits at the unique and exciting intersection of HealthTech, FemTech, Consumer Goods, and Med Device. Our potential for scale and impact is extraordinary—we're just getting started.

We're looking for talented, passionate team players to help us deliver our mission and vision. If this sounds like you, we'd love to hear from you!

Willow is looking for a Contractor to join our Customer Care team! This role will report to the Customer Relations Manager and is flexible for remote work or working at our HQ in Mountain View, CA. The role will include meeting with parents via Zoom to help diagnose and troubleshoot issues that they are experiencing with Willow Pumps.

This position requires a highly motivated and organized communicator passionate about helping parents navigate pumping with Willow. The ideal candidate has lactation experience and is knowledgeable about breast pumping and pumps. Please apply if you have customer care experience and are interested in helping parents navigate pumping – we'd love to hear from you!

Skills

This role will require a complete technical understanding of the Willow Breast Pumps and Accessories (to be trained).
Experience with breast pumps and lactation is preferred.
A person in this role is highly empathetic, a skilled communicator, and a creative problem solver.
A person in this role will own the customer's experience and resolution.
A person in this role understands and is an ambassador of Willow's mission: Moms deserve a better world.
A person in this role believes in and supports Willow's vision: to build solutions to Mom's most meaningful problems.

Roles and Responsibilities

Meet with Willow Moms over video chat (Zoom) to troubleshoot and size for the Willow Pumps.
Help Mom to work through issues with the Willow Pumps including sizing, basic assembly, and minor discomfort.
Own Mom's experience and resolution.
Maintain a professional appearance and background on camera.
Maintain a professional environment (no background noise) while meeting via video or voice.
Reliability and punctuality are required.

Experience

3-5 years of customer care experience specializing in escalations
Excellent oral and written communication skills
Experience working in Salesforce Service Cloud (not required, preferred)
Strong sense of ownership and thrives in ever-changing environments

Regarding our COVID-19 Vaccine Policy
Our primary concern is for the health and well-being of our employees. Employees in roles that are expected to work in the office or travel will be required to provide proof of vaccination. Medical exemptions will be considered.

Willow is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of gender, race, religion, sexual orientation, gender identity, age, marital status, disability, or Veteran status. See our Careers page for our commitment to diversity, equity and inclusion.

Willow Innovations Glassdoor Company Review

4.6