Customer Support Specialist

About Somnee:

At Somnee, we're revolutionizing sleep through the power of neuroscience with the world's first smart sleep headband that naturally enhances sleep quality. Working alongside world-renowned experts, including our Co-founder and Chief Sleep Scientist, Dr. Matthew Walker, you'll join a renowned team of neuroscientists, engineers, and brand builders from UC Berkeley, Samsung, Google, Apple, and Fitbit.

We're a close-knit group of curious minds who thrive on challenges, valuing both strong mentorship and self-starters who can drive results. As a wellness company, we prioritize our team's wellbeing with self-care Fridays and a hybrid in-office work week. Based in vibrant downtown Berkeley next to the UC Berkeley campus and a block from BART, our office puts you at the heart of the city's cultural district, where you'll be part of a team transforming the future of sleep and brain health. This is not a remote role and we’re only hiring candidates that live in the SF Bay Area.

Job Overview:

We are seeking a compassionate and customer-focused Customer Support Specialist to champion Somnee’s customer support initiatives. This role demands a customer-first mindset, exceptional communication abilities, and the adaptability to deliver outstanding support during evenings and weekends as needed. The diligence and attention to detail to ensure there are no dropped balls is essential to this role.

The ideal candidate will combine empathy with a strong grasp of technical concepts. A deep understanding of our product and its nuances is essential to effectively address customer needs and provide tailored solutions.

Responsibilities:

Customer Support Excellence:

• Serve as the primary point of contact for customer inquiries and concerns, ensuring timely, empathetic, and solutions-oriented service. This includes multi channel support : email, phone, or possibly responding on social media
• Address customer feedback and escalations, collaborating with internal teams to improve processes and the overall customer experience.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Customer retention skills, proactive in keeping customers, follow-ups, etc.

Operational Management:

• Manage customer replacement requests, process warranty claims, initiate Return Merchandise Authorization (RMA) procedures, and coordinate return shipping logistics
• Collaborate with the product and marketing teams to share customer insights to improve product performance.
• Identify opportunities to enhance Somnee’s customer support FAQ, Knowledge Base, and macros for improved clarity, efficiency, and customer satisfaction.
• Monitor support metrics and customer feedback, using insights to enhance service delivery.

Flexibility and Commitment:

• Work flexible hours, including evenings (e.g., 2-10 PM) and weekends, to align with customer needs.
• Be available for hybrid in-office and remote work as required.

Minimum Qualifications:

• 2-3 years of customer service experience, ideally in health and wellness or consumer tech.
• Strong communication and interpersonal skills.
• A commitment to serving customers with empathy and understanding.
• Ability to adapt to evolving customer needs and priorities.
• Must live in San Francisco Bay Area, East Bay or surrounding area to work closely with the team and learn on-site.
• Familiarity with Gorgias, Shopify, and Klaviyo platforms (our current tools in support infrastructure).

Preferred Qualifications:

• Experience in mentoring or leading customer service teams.
• Technical aptitude with hardware products or wearables, including troubleshooting and resolving customer issues.
• Familiarity with scalable customer support tools and automation practices.
• Proactive problem-solver with a track record of process improvement.
• Background in creating customer-facing knowledge bases or training programs. 

Why Join Somnee?

This is a unique opportunity to join a mission-driven startup transforming the future of sleep. As the Customer Support Lead, you’ll directly impact how customers experience our product and help us build a world-class support system. If you are passionate about delivering exceptional customer experiences and want to make a meaningful difference in people’s lives, we’d love to hear from you.

Salary Expectations: Variable/negotiable based on experience.

How to Apply: If this role excites you, please fill out the application on https://somneesleep.com/a/careers/jobs/62009