Specialist, Client Engagement

THE ROLE:

This position will manage customer support operations and ticketing system, ensuring efficient resolution of end customer issues and inquiries for Link Bioscience. The ideal candidate will provide actionable product feedback based on support trends to drive continuous improvement. Additionally, they will collaborate with cross-functional teams to enhance self-service features and optimize customer experience. Also, serve as liaison to external vendors, including DNA lab partners, to ensure seamless service delivery.

 

HOW YOU WOULD CONTRIBUTE:

●    Manage customer support operations and ticketing system
●    Resolve end customer issues and inquiries
●    Provide product feedback based on support trends
●    Collaborate with internal teams to improve self-service features
●    Serve as liaison to external vendors, including DNA lab partners
●    Additional duties as assigned

SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:

Experience
●    5+ years in customer support, customer success, or technical support roles
●    Extensive experience managing or using a customer support ticketing platform (e.g., Zendesk, Freshdesk, Help Scout, etc.)
●    Proven ability to manage customer escalations and resolve issues in a timely, empathetic manner
●    Experience working with cross-functional teams (e.g., product, operations, or engineering)
●    5+ years of relevant industry experience (e.g.  working with labs, healthcare, supplements, or direct-to-consumer products)

Education
●    A bachelor’s degree; equivalent relevant experience may be considered in lieu of a degree.

Skills
●    Proficiency in support/ticketing platforms 
●    Strong written and verbal communication
●    High empathy and customer-centric mindset
●    Detail-oriented with solid organizational skills
●    Ability to analyze trends and escalate product issues with supporting data
●    Comfortable operating in a fast-paced or startup environment

SUPERVISORY RESPONSIBILITIES: None

Herbalife offers a variety of benefits to eligible employees in the U.S. (limited to the 50 States and the District of Columbia), which includes Group Health Programs, other Voluntary Benefit Programs, and Paid Time Off. Group Health Programs include Medical, Dental, Vision, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Basic Life/AD&D; Short-Term and Long-Term Disability, and an Employee Assistance Program (EAP). Other Voluntary Benefit Programs include a 401(k) plan, Wellness Incentive Program, Employee Stock Purchase Plan (ESPP), Supplemental Life/Critical Illness/Hospitalization/Accident Insurance, and Pet Insurance. Paid time off includes Company-observed U.S. Holidays, Floating Holidays, Vacation, Sick Time, a Volunteer Program, Paid Maternity and Paternity Leave, Bereavement Leave, Personal Leave and time off for voting.