Customer Experience & Marketing Coordinator

Responsibilities

• Manage our phone line, support email, text messages, and website chat during office hours.
• Answer every customer kindly, clearly, and quickly.
• Help customers with orders, shipping, returns, and how to use their pillow.
• Follow up after purchase so customers feel supported through recovery.
• Go the extra mile: find unhappy customers online, reach out personally, and (with manager approval) send a replacement pillow or a handwritten note.
• Look at every step of the customer journey and find ways to make it easier.
• Track common questions and complaints, and turn them into fixes, FAQs, or new content.
• Log any customer reaction or side effect report and send it to leadership the same day.
• Keep clear notes, and share what customers are telling us with the team every week.
• Run our Facebook group and keep it active, helpful, and positive.

Requirements

• Must have
• A warm, patient communicator who likes helping people. Customer support or other customer-facing experience is a plus.
• Clear, warm writing. You can explain things simply to someone who is tired and hurting.
• Social media savvy, especially Facebook groups and ad comments, with experience creating content for a brand.
• Comfortable with Canva and everyday AI tools (ChatGPT, Claude, AI image tools).
• A real drive to make customers' lives easier, and the habit of noticing what could be better.
• Organized and self-directed across several channels at once, with good follow-through on details.
• Able to work in person at our Irvine warehouse.

Preferred

• Experience with Klaviyo or Shopify.
• Healthcare, physical therapy, or patient-facing experience.
• Experience at a small e-commerce or direct-to-consumer brand.
• Short-form video skills, including filming and editing on a phone.
• Experience with creator, influencer, or community outreach, especially in healthcare.
• Bilingual in English and Spanish.