Science Care Team Manager

We’re a human brand serving humans who ask us about health, wellness, science, probiotics, and anything one can Google. Some are inquisitive and skeptical, others praise us for our knowledge and helpfulness. As a company obsessed with scientific integrity, the cultivation of community, and a deep commitment to education, you are a vital part of this. 

You are an integral steward of Seed, the communication of science and our values, and a keystone of our brand experience. You are deeply curious about biology, bacteria, nutrition, the microbiome and its role in human and ecological health. PubMed is in your Instagram feed, Nature Medicine is in your bookmarks bar, and you’re excited to finally bridge the n of 100 (what science knows) with the n of 1 (how a human feels). 

You are a leader responsible for facilitating the first impression for incoming customers and curious question-askers who are excited about what we do and how we do it, through our SciCare Team. This means everything from supporting with daily customer emails, to communicating science to various member cohorts across platforms. You will consider ways to better SciCare’s reach, success, and impact, whilst planning to consistently achieve this at scale. You constantly think about ways to proactively offer information and education that deepen our community’s experience. 

SciCare goes beyond a world-class customer experience—this is about human relationships grounded in trust, scientific accessibility, and believing in education as agency. Every day, we deal with human health and all of the nuance, emotion, and crucial empathy that’s required of it. This is about how you guide a team of experts to engage with humans coming to us to share their individual  health journeys and experiences through the lens of science, and how you facilitate world-class customer experience through the translation and communication of science  in a way that’s simultaneously rigorous, accessible, and kind. 

You are a people manager and a leader and you’re equally excited to care for our team as you are for our customers. You put standards in place for how the team operates and how we continue to shape our SciCare tone and voice and overall standards of communication, education and impact. 

What you’ll do:

• Manage our SciCare team of Specialists and Leads and continue to develop our member-facing standards, tone and experience through the lens of science education.
• Lead and support the evolution of our offerings and infrastructure to allow us to offer a unique science-driven member experience at scale. 
• Support members of the SciCare team and ensure each specialist is fulfilled, inspired, and challenged, and that the team as a whole is meeting our goals and working effectively to balance queue-based work and project-based work so we can continue providing galaxy-class experience to each member cohort. 
• Lead weekly check-ins with specialists pertaining to individual performance, implementing individual strategies when necessary.
• Manage the Science Care team schedule to ensure consistent coverage and plan for scale—including weekend working hours, holiday scheduling, PTO, and recharge periods.
• Define and map internal service level agreements, like first response time, to establish a consistent SciCare experience.
• Lead the development of unique SciCare KPIs that measure both quantitative and qualitative metrics of success
• Lead by example, answer inbound SciCare inquiries and become an expert in Seed’s products, science and other areas of focus.
• Work with key stakeholders to establish best practices for triage and ticket priority to ensure internal service level agreements are met daily and to ensure member escalations and urgent tickets are resolved.
• Help shape and enforce SciCare’s unique tone and voice, so that specialists feel empowered to communicate in a way that's simultaneously rigorous, accessible, empathetic, and kind; and can deliver this experience consistently. 
• Lead the planning and execution of retention initiatives including proactive SciCare projects.
• Help shape the way SciCare services different member cohorts. 

Who you are:

• You have 1-3 years of experience in customer support, a service-led role or customer-facing team.
• You have 2+ years of leadership, people-management, or managerial experience 
• An educational background in biological sciences, microbiology, nutrition or other related fields.
• Prior experience translating and communicating science or working in medical communications, healthcare, or a clinical setting.  
• Excellent written communication, teamwork and interpersonal skills. 
• Passion for building a people-driven organization and culture, leading humans, coaching and unpacking talent potential. 
• Ability to identify opportunities to ‘go-deeper’ and challenge the status quo when it comes to customer experience.
• Committed to deepening self-learning and understanding of Seed, our products, and the science and knowledge that empowers our health.
• Organized, proactive, patient, solutions-driven, quick on your feet, and not afraid to roll up your sleeves.
• Comfortable with ambiguity and nimble with direction as the company grows to operate at scale; ability to react quickly to new business decisions.