Health Success Specialist

HEALTH SUCCESS SPECIALIST, HEALTH SUCCESS TEAM SUMMARY This role is dedicated to managing a high volume of customer interactions across multiple communication channels, including SMS, email, social media, paid advertising comments, and online communities. You will work closely with the Customer Experience team, under the guidance of the Customer Experience Director, to ensure our customers receive exceptional support and guidance while contributing to retention and growth strategies. ABOUT HEART & SOIL Heart & Soil helps people reclaim their birthright to radical health through nutrient-dense organ supplements and practical education that builds the confidence to take charge of their health. We expect both commitment to our mission and a strong drive to perform. People who thrive here welcome ambitious goals, seek candid feedback, and take ownership of measurable results. We support them with clear priorities, coaching, and high standards—and expect honest assessment and timely action when performance falls short.   WHO ARE YOU? You are energetic, driven, and deeply passionate about health and wellness, particularly the animal-based lifestyle and its transformative benefits. You thrive on creating outstanding customer experiences and enjoy connecting directly with individuals to guide, inform, and inspire them. You are resourceful, action-oriented, and skilled at juggling multiple communication channels with ease. You have experience in customer-facing roles, preferably within the eCommerce or wellness industry, and understand the importance of aligning customer experience with broader business goals like retention and conversion. You are based in Austin, TX (or willing to relocate) and are eager to contribute to Heart & Soil’s mission.   WHAT YOU WILL BRING   A deep passion for health, wellness, and the Heart & Soil mission.   Proven experience in a customer-facing role, ideally in eCommerce or the wellness industry.   Strong communication skills and the ability to manage multiple channels simultaneously.   A results-driven mindset, with a proven track record of achieving KPIs.   A collaborative attitude and eagerness to contribute to a dynamic team environment.   WHAT YOU WILL DO As part of our team, you will:   Engage Across Channels: Be the frontline representative for Heart & Soil, managing customer interactions via SMS, email, social media, online communities, and advertising comment threads, with a focus on converting prospects and retaining customers.   Deliver Stellar Customer Experiences: Represent our brand principles and values in every interaction, going above and beyond to delight our customers while meeting or exceeding KPIs like response times, conversion rates, and customer satisfaction scores (CSAT/NPS).   Support Community Engagement: Actively participate in our subscriber community by providing guidance, resources, and ongoing support.   Collaborate with Cross-Functional Teams: Work closely with marketing and operations teams to align efforts, share insights, and ensure seamless customer communication strategies.   Create and Refine Resources: Help develop and improve templated responses, compile communication resources, and implement best practices for retention-focused marketing strategies.   Inform and Educate: Conduct webinars, participate in live social media engagements, and create high-value content to educate and engage customers on health-related topics and product information. You will also be expected to support Heart & Soil at a handful of events throughout the year, schedule permitting.   Stay Informed: Keep up-to-date with the latest health and wellness research and assist in integrating new insights into customer communications.   Grow Personally and Professionally: Pursue opportunities to enhance your skills in marketing, health information, business strategies, and customer experience excellence. WHAT YOU'LL GET Meaningful ownership, clear priorities, candid feedback, and coaching within a mission-driven, performance-minded team. Heart & Soil is committed to building a strong team and a respectful workplace. Final employment terms, eligibility requirements, and compensation & benefit details will be provided through the formal hiring process. BENEFITS & PERKS 401(k) with Company Matching Medical, Dental, and Vision Insurance (includes wellness benefits like acupuncture and massage at discounted rates) Generous PTO Policy Employee Discount on Heart & Soil Supplements Paid Parental Leave Discounted Lifetime Fitness Membership Annual Company Retreats Dripping Springs HQ with Onsite Gym, Sauna, Cold Plunges, and Full Kitchen