Customer Care Associate

📋 Description

• Own a live queue across email and chat with first-response under 24 hours
• Deliver complete, accurate answers on first reply for true 1-touch resolution
• Monitor user journey through test and care end-to-end, provide proactive updates
• Resolve fulfillment, shipping, and order exceptions with supply chain and lab partners
• Surface recurring issues and root causes to Ops, Product, and Clinical teams
• Maintain and improve SOPs, macros, tags, and knowledge base

🎯 Requirements

• 1-3 years customer experience or operations in fast-paced environment
• Strong triage judgment for resolving versus escalating issues
• Sharp, warm written communicator under time pressure
• High emotional intelligence and proactive problem-solving
• Self-starter who can multi-task and build on processes
• Comfortable with metrics like response time, CSAT, first contact resolution

🎁 Benefits

• Flexible PTO
• Health, dental, and vision insurance plus HSA plans
• 401(k) plan (Roth and traditional)
• Free Evvy membership
• Paid parental leave
• $1K learning and development budget