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Customer Experience Specialist

April 29, 2026

<div class="content-intro">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.</div>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: <ul> <li>Respond to customer inquiries across channels with compassion, accuracy, and care - treating every message as a conversation, not a case number</li> <li>Support parents navigating feeding decisions, product questions, subscriptions, and order concerns with both expertise and empathy</li> <li>Recognize the nuances in every interaction - knowing when to troubleshoot, when to reassure, and when a moment calls for something more than a resolution</li> <li>Manage your workload with focus and consistency, maintaining high quality without sacrificing pace</li> <li>Look for opportunities to surprise and delight: the unexpected follow-up, the thoughtful note, the small gesture that makes someone feel truly seen</li> <li>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</li> <li>Be a living ambassador for Bobbie's mission, bringing warmth and conviction to every single touchpoint</li> </ul> What we would like you to have: <ul> <li>Experience in customer-facing roles where relationships - not just resolutions - were the measure of success</li> <li>Exceptional written communication: clear, warm, human, and free of corporate distance</li> <li>High emotional intelligence and genuine curiosity about the people you're talking to</li> <li>Strong attention to detail alongside the ability to hold the big picture at the same time</li> <li>Proven ability to manage volume without losing quality - you're efficient because you're organized, not because you're cutting corners</li> <li>Deep alignment with Bobbie's mission</li> <li>Comfort with ambiguity and the judgment to know when to escalate vs. when to own it</li> <li>Familiarity with CX platforms and comfort communicating across different channels, including social </li> <li>Availability to work 5 days/week, with at least one weekend day</li> </ul> You’re inspired by our core values: <ul> <li style="font-weight: 300; font-family: arial, helvetica, sans-serif; font-size: 10pt;">Be Radical - We are change makers, rule breakers and stigma shakers. We are unapologetically bold and use our megaphone for good.</li> <li style="font-weight: 300; font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.</li> <li style="font-weight: 300; font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.</li> <li style="font-weight: 300; font-family: arial, helvetica, sans-serif; font-size: 10pt;">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.</li> </ul> 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 <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Competitive stock options</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">401k with employer match</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Employee medical, dental, and vision insurance 100% covered by Bobbie, with options to add dependents through a subsidized pre-tax deduction </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">US-based remote work model</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Flexible Time Off Policy (including Summer Fridays; half days on Fridays Memorial Day through Labor Day)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">16 paid company holidays, plus an end of year holiday shut down</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">16 weeks of paid parental leave with the option to take an additional 8 months unpaid</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">One year subscription to Bobbie or Baby's Only</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">$75 monthly internet stipend</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Co-working space reimbursement</li> </ul><div class="content-conclusion">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. <a href="https://docs.google.com/document/d/1UdDrOWiYp2du5y1svEYlqMhlsYyU04_f/edit" target="_blank">Bobbie Personnel Privacy Policy and Notice at Collection</a></div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...