Customer Experience Specialist

About the Company

Rythm is a rapidly expanding U.S.-based lab that has transformed at-home testing through an easy blood testing experience and a monthly home-testing model. The company has completed millions of tests across all 50 states and handles everything internally, including sample processing, logistics, engineering, marketing, and design. This end-to-end setup allows the team to move quickly, maintain quality, and keep innovating in health and wellness.

Role Overview

As a Customer Experience Specialist, you will represent Rythm in daily customer interactions and play an important role in keeping members supported throughout their health journey. You will assist customers through SMS, live chat, and email with prompt, thoughtful, and practical help at every stage of the customer lifecycle.

This position suits someone who performs well in a fast-moving environment, enjoys problem-solving, and is motivated by creating excellent customer experiences. You will partner with teams in Operations, Logistics, Product, and Marketing to champion member needs and help improve the overall customer journey.

Key Responsibilities

• Provide responsive, high-quality support to customers through SMS, live chat, and email.
• Help with account updates, billing-related questions, subscription modifications, and other general support needs.
• Investigate and resolve issues involving kit shipping, sample collection, returns, and lab workflow.
• Explain Rythm’s offerings, testing workflow, and health insights platform to customers.
• Handle customer concerns with professionalism, empathy, and a practical, solution-focused approach.
• Keep accurate notes of customer conversations and maintain complete records in support tools.
• Spot recurring themes, identify process gaps, and share improvement opportunities with leadership.
• Work with Operations, Logistics, Product, and Marketing to solve issues and strengthen the member experience.
• Consistently meet expectations for quality, productivity, response times, and customer satisfaction.
• Help update internal knowledge articles, SOPs, and customer-facing support materials.
• Serve as the customer’s advocate by sharing insights that inform product and operational improvements.

What We Are Looking For

• At least 1 year of experience in customer support, customer experience, hospitality, healthcare, or another customer-facing role.
• Strong written communication skills with excellent grammar and attention to detail.
• Good analytical and problem-solving skills, including the ability to think clearly under pressure.
• Ability to manage several conversations and priorities at once.
• A compassionate, patient, and customer-first communication style.
• Strong organization, accuracy, and time management habits.
• Comfort working independently in a fully remote setting.
• Willingness to learn and adapt in a fast-growing startup environment.
• Prior use of support tools such as Intercom, Zendesk, Gorgias, or similar platforms is an advantage.
• Background in healthcare, health-tech, wellness, subscriptions, or e-commerce is an added plus.
• Ability to protect confidentiality and manage sensitive customer data professionally.

Benefits

• Competitive base pay.
• Equity opportunity tied to the role’s scope and impact.
• Flexible remote-first working setup.
• Generous paid time off and company holidays.
• 401(k) retirement plan.
• Monthly Rythm membership with access to at-home blood testing and personalized health insights.
• Health coverage with monthly premiums fully paid by the company.
• High ownership and visibility from the start, with room to make a real impact.
• Opportunity to help shape the future of personalized health and preventive care.
• A small, collaborative, mission-driven team that moves quickly and values good ideas regardless of title.