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Customer Experience Specialist

Remote, US

About Bobbie

Bobbie is creating a parenting culture of confidence, not comparison. And it starts with how we choose to feed our babies. We crafted our European style infant formula with purposefully sourced, organic ingredients to give parents a product they are proud to feed their babies, direct to their doorstep. Bobbie is proud to be the only US formula that is designed to meet both FDA and EU standards. 

Although 83% of parents turn to formula in the first year of their baby’s life, this is the silent majority that is often shamed for not being able to exclusively breastfeed. Co-founded by two moms and created by a team of mom scientists, nutritionists, pediatricians, and lactation consultants, the Bobbie team knows first hand that there is no one size fits all for feeding. With Bobbie, we hope you can Bottle Boldly.

The Role

We're looking for a Customer Experience Specialist who doesn't see the inbox as a queue - they see it as a room full of parents who need support, reassurance, and someone genuinely in their corner.

This is not a transactional role. You won't be moving tickets from open to closed. You'll be building trust, one conversation at a time, with families in some of their most tender and high-stakes moments. You care about accuracy and warmth in equal measure. You notice the details others scroll past. And you're always thinking about how a single interaction can deepen the relationship between a parent and the brand.

At the same time, you understand that caring deeply and operating efficiently aren't in conflict - they're the job. You bring thoughtfulness to every response and the discipline to move with purpose, manage your time well, and keep up with a real volume of people who need you.

The right person here knows that moving with purpose and pausing when a parent needs more aren't opposites - they're the same skill. The inbox will be full, but it should never feel like a conveyor belt.

What you will accomplish: 

  • Respond to customer inquiries across channels with compassion, accuracy, and care - treating every message as a conversation, not a case number
  • Support parents navigating feeding decisions, product questions, subscriptions, and order concerns with both expertise and empathy
  • Recognize the nuances in every interaction - knowing when to troubleshoot, when to reassure, and when a moment calls for something more than a resolution
  • Manage your workload with focus and consistency, maintaining high quality without sacrificing pace
  • Look for opportunities to surprise and delight: the unexpected follow-up, the thoughtful note, the small gesture that makes someone feel truly seen
  • Act as a bridge between customers and the broader team - surfacing patterns, flagging feedback, and helping us get better because of what you're hearing
  • Be a living ambassador for Bobbie's mission, bringing warmth and conviction to every single touchpoint

What we would like you to have: 

  • Experience in customer-facing roles where relationships - not just resolutions - were the measure of success
  • Exceptional written communication: clear, warm, human, and free of corporate distance
  • High emotional intelligence and genuine curiosity about the people you're talking to
  • Strong attention to detail alongside the ability to hold the big picture at the same time
  • Proven ability to manage volume without losing quality - you're efficient because you're organized, not because you're cutting corners
  • Deep alignment with Bobbie's mission
  • Comfort with ambiguity and the judgment to know when to escalate vs. when to own it
  • Familiarity with CX platforms and comfort communicating across different channels, including social 
  • Availability to work 5 days/week, with at least one weekend day

You’re inspired by our core values:

  • Be Radical - We are change makers, rule breakers and stigma shakers. We are unapologetically bold and use our megaphone for good.
  • Nurture the Tension - Parenthood is full of healthy tension, and so is building a company. We embrace the unknowns, practice humility and are a culture of learners.
  • Deliver Ounce by Ounce - Our customers have entrusted us to feed their babies. We lose sleep over the details, so they don’t have to.
  • Don’t Assume - We embrace our unique perspectives, withhold judgment, and find beauty in the paths that brought us all to Bobbie. Our strength is celebrating each other and our collective voice.

Compensation and Benefits:

Compensation 

Our salaries are based on paying competitively for our size and industry. For fully remote roles, we have a single salary target per role that is differentiated based on geographic location (Group A, B, or C).

Group A (SF/Bay Area, Seattle, NYC): $30/hr

Group B (Los Angeles, Chicago, Austin, Denver, Boston, Washington DC, San Diego, Philadelphia, Portland, Sacramento): $27/hr

Group C (Albany, Atlanta, Baltimore, Baton Rouge, Birmingham, Charleston, Charlotte, Cincinnati, Cleveland, Dallas/Fort Worth, Detroit, Houston, Indianapolis, Las Vegas, Miami, Milwaukee, Nashville, New Orleans, Omaha, Orlando, Phoenix, Pittsburgh, Research Triangle, Salt Lake City, St. Louis, Tampa, Twin Cities): $25/hr

Benefits

  • Competitive stock options
  • 401k with employer match
  • Employee medical, dental, and vision insurance 100% covered by Bobbie, with options to add dependents through a subsidized pre-tax deduction 
  • US-based remote work model
  • Flexible Time Off Policy (including Summer Fridays; half days on Fridays Memorial Day through Labor Day)
  • 16 paid company holidays, plus an end of year holiday shut down
  • 16 weeks of paid parental leave with the option to take an additional 8 months unpaid
  • One year subscription to Bobbie or Baby's Only
  • $75 monthly internet stipend
  • Co-working space reimbursement

At Bobbie, we are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Bobbie is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law.

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