Community (Customer) Engagement Specialist

Role: Community (Customer) Engagement Specialist

Type: Employee

Location: Remote

Function: Customer Experience/Journey

Reports to: Customer Community Engagement Manager

Position Type: Full Time

Who is Seraphina Therapeutics?

Seraphina Therapeutics is a San Diego-based consumer health company dedicated to discovering and developing novel, high science, natural products that protect our health as we age. Our team consists of leaders in medicine and public health, healthy aging science, and natural health products.

What is fatty15?

Fatty15 is the world’s first (and only!) pure, vegan-friendly C15:0 supplement.

C15:0 is a healthy saturated fat that was discovered as essential by our founder, Dr Stephanie Venn-Watson, and her team of scientists and doctors. C15:0 repairs, re-energizes, and replenishes cells to promote healthy aging. It is backed by 10 years of extensive research, over 40 patents, and numerous peer-reviewed scientific publications. To learn more about the science behind C15:0 and all the health-related benefits, take a look here.

Fatty15, was officially launched in 2021, sold out within 6 weeks, and has now been taken by over 40,000 people. Fatty15 was recognized as a Fast Company World Changing Idea, has been featured in NPR Science Friday, PBS, Forbes, and Men’s Health, Insider, W magazine, New York Times, and many others, and despite being on the market for less than a year, won the Nutritional Outlook’s 2021 award for best ingredient. And we are just getting started!

Read the scientific paper in Nature here.

: Community (Customer) Engagement Specialist

What You'll Do

• Engage directly with our customers to address questions, concerns, and feedback, acting as a key public representative of the team and ensuring an exceptional level of customer experience across email, social, ads, SMS, and phone-calls.
• Enjoy sending gifts to customers, you will assist with management of a Surprise & Delight program.
• Be a liaison between internal teams and to communicate customer needs.
• Assist with market research to help determine how to best support customers and take those learnings to assist with creating and implementing improvements to our customer journey.
• Manage follow-up with relevant team members to ensure resolution of customer issues in a timely fashion.
• Work with our the team to respond to social media comments and questions
• Support growth of our referral program.
• Build 1:1 relationships with key members of our community to create a flywheel of UGC content and advocates, increasing awareness of the brand.

Key deliverables:

• Keep a pulse on weekly reports to ensure orders are delivered to customers on time.
• Provide our incredible fatty15 family with the best possible customer experience.
• Out-of-the-box thinking to grow our customer experience and support retention.
• Respond to our customers within our optimal time frame.

Who You Are

• Not afraid to ask questions and pull reports searching for answers. You’re comfortable tinkering with data and seeing what stories it may tell.
• A people person. You’re a natural and comfortable engaging with a wide variety of people from different backgrounds.
• A love for personal health and the science related to your health.
• Curious. You can’t help yourself when it comes to learning new things, and learning the new research and science around fatty15 is no exception.
• Empathetic and caring. You’re passionate about improving global health and are ready to help do so, one amazing person at a time.
• Experimental. You’re a non-traditional thinker who is always striving to make things work faster, easier, and better.
• Team first. You love to collaborate. You’re excited about joining a small, scrappy, egoless team that loves to work together.
• Looking for a flexible, non-traditional schedule. You may work at nights and on weekends, with the understanding you will have other times off.
• You’re organized, and flexible to change to reflect the priorities of the day, without losing sight of assignments and goals.
• A self motivated problem solver. You’re comfortable and confident taking action on your own. You’re dependable and display sound judgment.
• Strong writer with a brand mindset. You see the value in maintaining standards and professionalism.

What You Need

• Comfort with troubleshooting, thinking big picture, problem solving
• Bachelor's degree in related field (e.g. business administration, communication, hospitality) preferred or equivalent experience
• Interest in personal health; comfortable reading research and articulating knowledge with customers
• 1-2+ years of experience in community building for DTC brands
• 4 years of customer experience
• Experience with an eCommerce subscription business is a huge plus, but not required
• Located in the US.
• Gorgias (or similar platform) experience is preferred, Shopify and Recharge a plus!

What we offer:

• 401k matching
• A fun work environment
• Work remote
• Flexible PTO
• Medical, vision, and dental benefits
• A free fatty15 subscription
• Opportunity to grow!