Job Description

Timeline® is a high-growth health and longevity brand founded in Switzerland on the belief that uncompromising research can unlock a new class of health, backed by cutting-edge science with the mission of promoting longevity and health span. We know that aging can't be stopped. However, through its 15 years+ of groundbreaking research, Timeline® is developing products designed to help reduce the impact of time on our health, from nutrition to skin and beyond. The company is backed by strategic investors, including Nestlé Health Science and L’Oréal. For more information:

To support our U.S. growth, we’re seeking a Customer Care Specialist to join our team. Reporting to the Customer Service Manager, this role is focused on delivering exceptional support and ensuring a seamless, high-quality experience for our customers. You'll work as part of a customer service team, addressing inquiries, resolving issues, and ensuring customer satisfaction. Your knack for communication and outstanding organizational ability will be the driving forces behind creating meaningful and positive customer interactions.

This is a hybrid position, ideally based in or within commuting distance of Palm Beach County, Florida, as there will be some in-office requirements at a small regional office located in North Palm Beach. The working schedule will include weekend coverage.

Some of the main areas you’ll work on:

• Customer Support: Respond promptly and professionally to customer inquiries via phone, email, and live chat, ensuring a positive and helpful interaction.
• Issue Resolution: Address and resolve customer complaints and issues effectively and efficiently, ensuring a positive outcome for the customer.
• Product Knowledge : Maintain an in-depth understanding of our products and services to provide accurate information and support to customers.
• Order Processing: Assist with order placement, tracking, and updates, ensuring timely and accurate delivery.
• Feedback Collection: Gather customer feedback and provide insights to the management team for continuous improvement.
• Documentation: Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Team Collaboration: Work closely with other team members to ensure a seamless and positive customer experience.
• Support for Events and Promotions: Provide logistical support for events and other promotional activities, including preparing materials and managing schedules.

Who we are looking for.

Experience: 2+ years of related experience in a customer service role in the supplement, wellness and consumer goods space is highly preferred, including.

• Experience of working with CRM systems and tools (Gorgias preferred) and Shopify,
• Excellent verbal and written communication skills.
• Able to demonstrate empathy, patience and a warm approach to each and every customer
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage time effectively.
• Creative and innovative thinker, organized, detail-oriented, team player, and solution-oriented.
• Ability to prioritize and manage multiple projects.
• Agile and collaborative working style, with the ability to work against tight timelines.
• Enjoy working in an environment where responsibilities and projects may change rapidly; you are a problem solver and someone who enjoys working autonomously.
• Personal interest in wellness and staying updated on emerging trends in the health and wellness industry.

What you can expect:

• Fully remote working, including home office setup.
• Annual performance-related bonus.
• Employee ownership.
• 401k (including a match).
• Health benefits offering a variety of coverages for medical, dental, and vision.
• Annual product allowance.
• Dedicated budget for team events
• Professional development budget.

The hourly rate range for this position is expected to be between $24ph – $28ph. This range represents the low and high end of the anticipated base salary range. The base salary will depend on numerous factors such as experience and qualifications for the role, experience level, skillset, and balancing internal equity.

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