Customer Care Specialist — Digital Channels at Nanit in Remote

Summary: Nanit is a high-growth baby tech company that focuses on changing the way parents experience parenthood. The Customer Care Specialist will manage customer inquiries across digital channels, providing technical support and ensuring a high-quality customer experience while collaborating with various internal teams. Responsibilities: - Manage and respond to customer inquiries across Instagram DMs, Reddit, product reviews, and other digital and social platforms with speed, accuracy, and empathy - Troubleshoot and resolve basic technical and product issues through clear, concise written communication - Maintain a warm, consistent Nanit brand voice across all public and private customer interactions - Identify trends, recurring issues, and customer sentiment from digital channels, sharing insights with cross-functional partners - Escalate complex or sensitive issues to appropriate internal teams with clear documentation and follow-through - Collaborate closely with Social Media, Product, and Customer Success teams to ensure alignment, accuracy, and a high-quality customer experience Required Qualifications: - Manage and respond to customer inquiries across Instagram DMs, Reddit, product reviews, and other digital and social platforms with speed, accuracy, and empathy - Troubleshoot and resolve basic technical and product issues through clear, concise written communication - Maintain a warm, consistent Nanit brand voice across all public and private customer interactions - Identify trends, recurring issues, and customer sentiment from digital channels, sharing insights with cross-functional partners - Escalate complex or sensitive issues to appropriate internal teams with clear documentation and follow-through - Collaborate closely with Social Media, Product, and Customer Success teams to ensure alignment, accuracy, and a high-quality customer experience - A champion of thoughtful, high-quality customer care who leads with empathy, accountability, and curiosity - A clear, confident written communicator who can translate technical concepts with calm and compassion - Comfortable engaging with customers in public-facing spaces and understands the nuances of social and community platforms - Highly organized and detail-oriented, able to manage multiple conversations across platforms - A proactive self-starter who takes ownership and thrives in a fast-paced environment - Eager to learn and become an expert in Nanit's products, tools, and internal systems Preferred Qualifications: - Prior experience in customer support, social media moderation, community management, or digital messaging - Familiarity with customer support platforms such as Zendesk, Kustomer, or similar CRMs - Comfort navigating Reddit, Instagram, and online review ecosystems Required Skills: Customer support, Technical troubleshooting Important Skills: Social media engagement, CRM familiarity Nice-to-Have Skills: Empathy Benefits: Access to healthcare benefits, A 401(k) plan, Short-term and long-term disability coverage, Basic life insurance