Meet ByHeart

ByHeart is a fully integrated baby nutrition company dedicated to empowering parents with choice: we want ‘best nutrition for baby’ to be possible for every parent out there.

We build each product from ground up: a team of pediatricians, breastmilk researchers and nutrition experts at the forefront of immune, cognitive, digestive and microbiome health informs our next-to-nature approach; we hand-pick the most wholesome ingredients from partners and farms that we consider family; we take pride in what we put in and in what we keep out of each recipe; we blend in our own facility in Reading, PA with a proprietary small batch process to retain highest ingredient quality.

On track to become only the 4th fully-integrated, FDA-registered baby nutrition company in the US – and the only new brand with owned manufacturing and direct supplier relationships  – we just closed our over-subscribed $90M Series B in July 2021, and are about to launch our first infant formula, with a pipeline of mom and baby nutrition products to follow.

The ByHeart team is comprised of world-class doctors, pediatric researchers, seasoned formula experts, dedicated blendmasters, and passionate parents. Above all, we are people who know that innovation isn’t easy, but babies – and their parents – deserve a better feeding future.  

Please visit our site to learn more, and see some recent press on ByHeart:

 

Role Description

 

As the Parent Experience Senior Associate, you will have the unique opportunity to be the first member to join our best-in-class, parent-centric customer service department that lives at the heart of our company. The Parent Experience team will be transformative for ByHeart’s brand, and you’ll be starting pre-launch to establish the reputation, standards of excellence, and market distinction of our department, all while being responsible for representing our unique brand voice.

 

Reporting into the Director of Parent Experience, you will provide compassionate, personable, and timely care to ByHeart’s customers – new and expecting parents, and caregivers – by responding to inquiries via live chat, SMS and email in a robust and resourceful fashion. You will be excited to adapt to best meet the needs of our parents as we learn more about them. You understand the delicate nature of responding to customers in our high stakes category, where credibility and brand trust is so vital to parents as they navigate feeding decisions for their baby. As a leader on the PX team, you will support the Director in sharpening the processes and protocols of the department and leading by example for our team of PX associates.

 

Reports To:         Alexandra Pasanen, Director of Parent Experience

Location:              New York (131 Varick Street, PH, New York, NY 10013)

Start Date:          ASAP

 

Role Responsibilities

 

  • Serve as the lead on all customer inquiries, responding promptly on all channels such as live chat, text, and email, upholding and exceeding our best-in-class SLAs.
  • Follow proper protocols as it relates to urgent customer inquiries and inbound medical and quality complaints.
  • Assign tags and apply macros to each inquiry to collect robust data on our customers.
  • Identify areas of improvement across all PX platforms to ensure efficiency on our systems.
  • Analyze data around our inbound inquiries to inform changes to FAQs, macros, scripts.
  • Ensure that our communication with customers is always compassionate, empathetic, thinking one step ahead, and efficient.
  • Collaborate closely with our community and brand teams to ensure consistent customer service attention on our social channels and digital community platform “Cluster”.
  • Ideate and support on the execution of creative surprise and delight moments for our customers.
  • Support new hire onboarding and training, and setting internal calendar schedules
  • Be a founding member of the team that changes the game on customer service and parent care!

 

Skills & Qualifications

  • Bachelor’s degree
  • 2-3 years minimum experience on a customer care team within a consumer-facing organization ideally in a regulated industry
  • Interest in and knowledgeable about nutrition and the parent space, background in nutrition a plus
  • Strong interpersonal, collaboration and communications skills, excellent grammar and writing skills with great attention to detail
  • A calm, solutions-oriented, positive attitude, with a strong sense of compassion, care, and empathy
  • Experienced in using MS Office Suite, especially PowerPoint, Word and Excel
  • Experience in Zendesk strongly preferred

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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