Customer Experience + Social Lead

POSITION TITLE: Customer Experience Social Lead

LOCATION: US Remote and/or New York City

REPORTING TO: Head of Customer Experience

Pay Range: $25-35 an hour part time, (Healthcare benefits available for over 30 hours a week) 

Industry: Infant Formula and baby foods

About Nara:

At Nara Organics, we believe baby formula should be chosen with confidence and ease, not stress or guilt. We exist to bring impeccable nutrition and a bit of delight to feeding. We launched the first and only certified organic, whole-milk based infant formula. Made in Germany, Nara is only one of three formula brands to be FDA registered in the last 40 years. 

Our innovative, digital-first strategy extends to our baby and mom tracker app (over 200,000 monthly active users.) No matter where families are on their feeding journey, we’re here to support them with organic nutrition, easy-to-understand information, and a warm hug along the way. 

We are a mom-founded, parent-led startup with VC funding and a small but mighty (think 20-30 people) team of experienced professionals. This role is remote eligible, but please keep in mind that the Nara headquarters are in New York City and the team works EST hours. 

About the role:

As the Customer Experience Social Lead, you’ll be a keystone member of building a strong, core CX team at a newly launched and expanding brand. You’ll report to the Head of Customer Experience and will be responsible for triaging, problem solving and replying to customer inquiries, most of which will be from parents and caregivers. You will use empathy and science-based responses to help parents navigate challenges when feeding their little ones. In your role, you will be required to learn basic infant nutrition, formula specifics and science-related product education. There will be a strong emphasis on regulatory compliance and FDA guidelines. 

Key responsibilities and tasks:

• Execute day-to-day CX operations and customer responses, maintaining key performance indicators and SLAs 
• Utilize email and phone to craft thoughtful, accurate responses, in compliance with regulations 
• Assist in daily social response on Instagram, TikTok, Facebook, and LinkedIn, ensuring timely and helpful in-feed and DM communications
• Follow CX SOPs and processes to collaborate with internal and external partners
• Assist in quality control reporting and issue reporting through a standardized reporting process
• Collect feedback and report formula requests to Head of CX 
• Be present in cross-functional initiatives and support cross-functional teams
• Help update email copy and build knowledge base materials as the company grows
• High potential to move from a part time role to a full time role based on right fit and business needs

About you:

** Please note, this is NOT an entry-level role - candidates should have at least 1 significant prior experience working in start-ups/tech/business environments. While appreciated, hospitality and/or retail experience alone does not meet the basic tech requirements of this role. 

• 2 years in direct-to-consumer Customer Service, ideally in an early start-up

environment or other online business 

• Full mastery of CX platforms (ex. Zendesk, Gorgias, or other CRM) 
• Sufficient working knowledge of Shopify, Okendo, Klaviyo or similar platforms
• An excitement to support parents, caretakers, and babies along their feeding journeys
• A strong ability to communicate—both written and verbal—detailed information clearly

and efficiently, while maintaining brand voice

• Solution-oriented and self-driven with an eagerness to rise to the challenges of an

early-stage company

• Familiarity with social platforms and customer responses, ability to discern CX tone differences in social vs. email responses 
• Professionalism, intuition, empathy, joy and a sense of humor
• Experience with FDA-regulated products is a plus.
• Previous experience in the wellness, nutrition or baby care industry, or certification as a dietitian is a big plus. 

Hybrid Work Schedule: Nara offers remote-first flexibility and option to work hybrid out of our downtown, Manhattan office. Expect 1-2 days in office if you are in the NYC metro area and choose to work hybrid. You may also work out of the office every day, if you prefer.

Hesitating to apply because you don’t meet every requirement? Studies prove that women and people of color are less likely to apply for jobs if they do not meet every qualification. At Nara Organics, we’re more interested in the whole person than a list of bullet points. If you’re excited about this role and our mission, and know that you can rock this job, please apply!

Nara Organics is an EOE/Veterans/Disabled/LGBTQ employer.

If you need assistance or accommodation due to a disability, please email us at

hiring@nara.com and we’ll be happy to assist you.