Microbiome Product Expert (Tier 2)

About Pendulum

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 Synbiotics™ (probiotics + prebiotics) that have demonstrated clinical efficacy to treat conditions like metabolic syndrome, inflammation and neurodegeneration.

Pendulum has created proprietary pipelines to build a unique discovery platform that identifies key, novel bacterial strains and the prebiotics that feed them.

We are a highly collaborative team of scientists, engineers, physicians, marketers and salespeople interested in improving human health by 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 the lives of people globally and you love working in a cross-functional, collaborative, inspiring environment, please continue reading!

Position Summary:

Pendulum is seeking a Customer Care Specialist (Tier 2) to enhance our Customer Experience team. This role is an individual contributor reporting to the Manager of Microbiome Support, and is vital in delivering exceptional, evidence-based multi-channel support and representing Pendulum’s mission and values. The ideal candidate will have a robust background in customer support and expertise in handling complex issues across email, chat, voice, and social media platforms. The ideal candidate will also have demonstrated experience with and passion for the gut microbiome and the health and wellness industry. 

• Provide expert support across all customer service channels, including email, chat, voice, and social media, ensuring a seamless and high-quality experience, with special focus on voice interactions and social media
• Lead the resolution of more complex customer issues, including resolution of science-focused questions, providing guidance and support to Tier 1 representatives
• Maintain deep knowledge of Pendulum’s products, services, and the underlying science to offer accurate, evidence-based, and helpful information
• Collaborate with cross-functional teams to relay customer feedback and influence product improvements and customer service enhancements
• Develop and implement strategies to improve customer service processes and increase efficiency (first reply, handle time, first-touch resolution) across all channels
• Mentor junior team members, enhancing the overall skill level of the customer support team

• Bachelor’s degree in a science-related field (e.g., biology, chemistry or nutrition)
• 3+ years of experience in customer support, with at least 1 year in a Tier 2 or higher role
• Proven ability to handle complex customer inquiries and complaints across multiple support channels
• Strong problem-solving skills and the ability to think analytically
• Excellent communication skills, both written and verbal, with the ability to adjust messaging based on the audience and channel
• Experience with CRM and customer support software like Kustomer, Meta and others
• Experience with ecommerce and review platforms like Shopify, Recharge, Stamped.io, Stella and others
• Ability to work effectively in a team environment
• Passionate about health and wellness, with a willingness to continuously learn about new products and the science behind them

• Advanced training in nutrition or microbiome science (as evidenced by supplemental coursework, certifications, or credentials)
• Experience in the health and wellness industry, particularly with products aimed at metabolic health
• Bilingual or multilingual capabilities

• $85,000-$95,000
• Medical, Dental, and Vision
• Commuter Benefits
• Life & STD Insurance
• Company match on 401 (k)
• Flexible Time Off (FTO)
• Equity