About Pendulum
Pendulum® is on a mission to help people improve physical and mental health by creating a new category of products that target the microbiome. We are researching, developing and commercializing a novel class of rationally-designed Live Synbiotics™ (probiotics + prebiotics) that have demonstrated clinical efficacy to treat conditions like metabolic syndrome, inflammation and neurodegeneration.
Pendulum has created proprietary pipelines to build a unique discovery platform that identifies key, novel bacterial strains and the prebiotics that feed them.
We are a highly collaborative team of scientists, engineers, physicians, marketers and salespeople interested in improving human health by using the latest research from diverse fields, such as microbiology, molecular biology, high-throughput genomics, distributed computing, pharmaceutical development and nutrition. We believe strongly in an individual’s transparency and strong communication to enable the most effective and efficient path to team success.
If you’re interested in building a new category of products that will help improve the lives of people globally and you love working in a cross-functional, collaborative, inspiring environment, please continue reading!
Position Summary:
Pendulum is seeking a Customer Care Specialist (Tier 2) to enhance our Customer Experience team. This role is an individual contributor reporting to the Director of Customer Experience, and is vital in delivering exceptional, multi-channel support and representing Pendulum’s mission and values. The ideal candidate will have a robust background in customer support and expertise in handling complex issues across email, chat, voice, and social media platforms.
What You'll Do:Provide expert support across all customer service channels, including email, chat, voice, and social media, ensuring a seamless and high-quality experienceLead the resolution of more complex customer issues, providing guidance and support to Tier 1 representativesMaintain deep knowledge of Pendulum’s products, services, and the underlying science to offer accurate and helpful informationCollaborate with cross-functional teams to relay customer feedback and influence product improvements and customer service enhancementsDevelop and implement strategies to improve customer service processes and increase efficiency (first reply, handle time, first-touch resolution) across all channelsMentor junior team members, enhancing the overall skill level of the customer support team
Knowledge Requirements:3+ years of experience in customer support, with at least 1 year in a Tier 2 or higher roleProven ability to handle complex customer inquiries and complaints across multiple support channelsStrong problem-solving skills and the ability to think analyticallyExcellent communication skills, both written and verbal, with the ability to adjust messaging based on the audience and channelExperience with CRM and customer support software like Zendesk, Sprout Social, and othersAbility to work effectively in a team environment, providing leadership and support to junior staffPassionate about health and wellness, with a willingness to continuously learn about new products and the science behind themPendulum Therapeutics, Inc. is committed to creating a diverse environment and is proud to be an equal
opportunity employer. All qualified applicants will receive consideration for employment without regard to
race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics,
disability, age, or veteran status. We welcome all to apply.
