[Remote] Customer Experience Specialist

Note: The job is a remote job and is open to candidates in USA. Bobbie is a company dedicated to creating a parenting culture of confidence, specifically in infant feeding. They are seeking a Customer Experience Specialist who will provide compassionate support to parents, ensuring that every interaction is meaningful and helps build trust with the brand. Responsibilities Respond to customer inquiries across channels with compassion, accuracy, and care - treating every message as a conversation, not a case number Support parents navigating feeding decisions, product questions, subscriptions, and order concerns with both expertise and empathy Recognize the nuances in every interaction - knowing when to troubleshoot, when to reassure, and when a moment calls for something more than a resolution Manage your workload with focus and consistency, maintaining high quality without sacrificing pace Look for opportunities to surprise and delight: the unexpected follow-up, the thoughtful note, the small gesture that makes someone feel truly seen Act as a bridge between customers and the broader team - surfacing patterns, flagging feedback, and helping us get better because of what you're hearing Be a living ambassador for Bobbie's mission, bringing warmth and conviction to every single touchpoint Skills Experience in customer-facing roles where relationships - not just resolutions - were the measure of success Exceptional written communication: clear, warm, human, and free of corporate distance High emotional intelligence and genuine curiosity about the people you're talking to Strong attention to detail alongside the ability to hold the big picture at the same time Proven ability to manage volume without losing quality - you're efficient because you're organized, not because you're cutting corners Deep alignment with Bobbie's mission Comfort with ambiguity and the judgment to know when to escalate vs. when to own it Familiarity with CX platforms and comfort communicating across different channels, including social Availability to work 5 days/week, with at least one weekend day Benefits Competitive stock options 401k with employer match Employee medical, dental, and vision insurance 100% covered by Bobbie, with options to add dependents through a subsidized pre-tax deduction US-based remote work model Flexible Time Off Policy (including Summer Fridays; half days on Fridays Memorial Day through Labor Day) 16 paid company holidays, plus an end of year holiday shut down 16 weeks of paid parental leave with the option to take an additional 8 months unpaid One year subscription to Bobbie or Baby's Only $75 monthly internet stipend Co-working space reimbursement Company Overview Bobbie offers organic baby formula to parents through a subscription service. It was founded in 2018, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is