Seed’s mission: We are a Venice-based consumer health and life science company focused on the microbiome (yes, the bacteria that makeup 50% of each of us).

We are a subversive brand that speaks science, empowers through questioning, and understands everything is connected. The microbiome offers a powerful new lens to understand our bodies, to shift our beliefs about bacteria, and to rethink the way we think about our health.

We are rebels with a cause, scientists, storytellers, and dot connectors, seeking curious deep-thinkers and doers; rock stars from other verticals with existential crises’ propelling them to find purpose and application for their skills, incessant health and wellness researchers bent on putting their passion to work and above all, you are the best at what you do and are excited to say you were there at the beginning.

Collaboration is at the core of who you are and how you work and the collective win is the result of your individual ones but in a “1+1=3” kind of way.

This is a brand and company born out of the life we want to cultivate and how we want to feel about what we put out into the world. It is as much about the doing and the people as the outcome (but don’t get us wrong, we are excited to make this a win and believe deeply in the timing of this company and its potential).

Why this role exists: We’re a human brand serving humans so wow, is this an important hire for us. You are the heartbeat of Seed. The foundation for our community. The catalyst for word-of-mouth, and the steward of incoming emails from partners, practitioners, retailers and job-seekers excited about what we do and how we do it. Every person you interact with will walk away saying ‘whoa, that was an awesome experience—that felt unique and thoughtful’.

What’s in it for me?

This goes beyond creating a world-class customer experience. That’s table stakes. This is about communicating and cultivating a seamless, educational, empowering, and wondrous experience across every customer touchpoint. To do that means constantly asking how else you can serve with Seed’s ethos of citizen science, curiosity, and learning injected into every email you write or phone call you take. You have eight ideas about how to surprise and delight when a customer first mentions she’s pregnant or when a shipment is delayed. You deliver factual, scientific information with the utmost empathy and kindness (which comes from the weeks you spent and daily time you spend asking questions and integrating what you learn into what you do). You rival our most enthusiastic and excited customers with your enthusiasm and excitement.

And you’ll figure out how it scales. How we handle the first 100, 1000, 10,000 customers will set the stage for how we handle the next. This is something we want to be known for and the opportunity to own this, to push the boundaries (with tech, heart, and ways we probably haven’t even thought about yet), is yours.

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Required Experience:

1-3 years Customer Service experience
Knowledge of Shopify a plus, but not required

Objective Outcomes:

You will service Seed’s new and existing customers across all channels, including email, live chat, phone, and social media
You will be responsible for integrating ‘citizen science’ and education ethos into all aspects of the Seed customer experience
You will work to build out internal wiki and knowledge base as well as processes for capturing deeper aspects of customer experiences of both the brand and our products
You will drive upsell, retention, and win-back efforts
You will actively pinpoint problems within product and experience to build solutions for them
You will contribute to strategy and execution for table stakes customer service initiatives, such as CSAT, NPS, loyalty programs, and new service channels
You will support the operations team in planning and development of new sales channels, including wholesale and retail

Core Competencies:

Ability to absorb information and become an expert on Seed’s policies, processes, products, and brand
Team player that will collaborate with design, operations, growth, and marketing teams on a variety of internal initiatives
Champion for the customer, maximizing on opportunities to provide personal touches and above-and-beyond experiences
Flexibility to work agreed upon business hours and be prepared for seasonal busy periods

Hard Skills:

A “cosmos is the limit”, “out of the shipping box” mentality
A ruthless prioritizer with high emotional intelligence
Curiosity to understand how our users think and behave
Excellent communication, teamwork, interpersonal, and customer service skills
Deeply thorough and thoughtful
Committed to education and deepening self-learning and understanding of Seed, our products, and the science and knowledge that empowers our health
Comfortable with ambiguity and nimble with direction as the company grows to operate at scale
A burning curiosity to understand how our community thinks and behaves, and how we can best serve them

Personal + Professional Attributes:

You exude confidence, knowledge, and empathy when interacting with internal and external partners and customers—when it comes to people’s health and how their bodies feel, you are especially understanding and helpful
You are the exemplar of professionalism and will serve as the face of our brand, embodying our core values with a relatable, curious, and inviting attitude

How to Apply: **Please apply directly through this link:

https://recruit-66c441c05fde.breezy.hr/p/100ac9b20375-seed-customer-care-representative.

Please be advised we do not view any applications unless they go through our portal.**

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Customer Care Representative

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