Customer Experience & Marketing Coordinator
About us
Shoulder Sleeper makes recovery pillows and products for people healing from shoulder surgery. Our pillow is designed to be used alongside the sling from a patient's surgeon. We've helped more than 30,000 patients and work with more than 300 medical professionals. We're a small team in Orange County, so your work will be seen and felt every day.
Our customers are usually in pain, short on sleep, and a little overwhelmed. How we treat them matters as much as the product.
The role
You'll be the human voice of Shoulder Sleeper. You'll own our customer conversations on every channel, run our social media, and help build the brand. Your job is to make every customer feel looked after, whether that's a patient two days out of surgery or a clinic getting ready for its next patients. Most of all, you'll obsess over making every customer's experience better.
What you'll do
_Customer experience_
- Manage our phone line, support email, text messages, and website chat during office hours.
- Answer every customer kindly, clearly, and quickly.
- Help customers with orders, shipping, returns, and how to use their pillow.
- Follow up after purchase so customers feel supported through recovery.
- Go the extra mile: find unhappy customers online, reach out personally, and (with manager approval) send a replacement pillow or a handwritten note.
- Look at every step of the customer journey ...
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