Remote Customer Support Specialist at Precision Nutrition

We are looking for an intuitive and dynamic Customer Support Specialist driven by a passion for health and creating happy customers

Are you a PN Certified professional with a tech-savvy edge and a heart for health and fitness? Do you thrive on creating amazing experiences for customers supporting them in their health and coaching goals? If so, Precision Nutrition wants you! We’re in search of a Customer Support Specialist who finds joy in positively impacting lives through exceptional service.

Your Role: More than just support, it’s about making a difference

You’ll be the frontline hero for our customers, expertly navigating their inquiries with a deep understanding of PN Certifications and coaching programs. Your mission: to solve problems, spread smiles, and contribute to the healthier, happier lives of millions. Your expertise will also extend to our special accounts, where you’ll deliver premium service that upholds our reputation for excellence.

Organization is key in this role as you’ll spearhead our product shipping process. This includes meticulous address vetting, seamless order coordination, and liaising with multiple fulfillment centers. Your written communication skills will be vital, not only in delighting our clients but in fostering strong partnerships with our external collaborators

Who We Need: A self-motivated, autonomous professional

As this is a fully remote opportunity, we value individuals who are self-driven, can manage their time effectively, and are comfortable working independently. Your role is crucial in upholding our commitment to outstanding customer support through all phases of sales and after-sales.

This is a contract position for approximately 8 months to backfill for a maternity leave.

Join our Adventure

We’re embarking on a new adventure, and we need an empathetic customer care specialist to keep our customers happy

We’ve got an exciting journey ahead of us…Precision Nutrition remains focused on expanding the reach of our nutrition education and certification programs in both professional and consumer markets, building products that will continue to help millions of users transform their lives with our unique Deep Health approach.

Who we’re looking for

A methodical, detail-oriented individual with the right mix of confidence and compassion.

You’re a mind reader. Well, not really—but you’re intuitive as heck, and you know how to “sense in” to a customer’s needs. You understand people, giving you the uncanny ability to understand the difference between what they say and what they mean, and how to respond empathetically.

You’re an exceptional communicator. You know how to get your message across clearly and concisely to different audiences—whether it’s written in an email, said in an online chat program, or spoken over the phone.

You care. You are an empathetic advocate for our clients. You recognize that through email, you are building relationships, making our customers feel cared for and quickly solving problems if an experience doesn’t go 100% as planned. You care about our clients having accurate information and are determined to resolve their issues.

You’re hyper-organized. You know how to prioritize, focus, and see a task through to completion. You don’t leave anything rattling around in your head, and you’re committed to documenting how things work to keep everything flowing smoothly.

You’re a fast learner. You’re ready to hit the ground running and learn the tools you need to get the job done. You don’t shy away when something’s unfamiliar, and you catch on to new things quickly.

You’re a detective. When someone comes to you with a problem, you’re able to sleuth your way to the root cause (and ultimately, a solution) without a lot of direction.

You’re a stickler for the details. You are careful, cautious and incredibly meticulous. Some may even call you nitpicky (in an endearing way, of course). You can spot the smallest mistake in an address before an order goes through. Nothing slips by the net when you’re the goalie.

You’re tech-savvy. Working with computers is second nature, and you have experience using communication tools like Slack, ticketing programs like Zendesk, and web calling software like Zoom.

You’re flexible and resilient. Precision Nutrition is a fast-evolving company, and you have to thrive in an environment where you’re always learning, testing new strategies, and seeking out other perspectives. You don’t keep silent if you have concerns, and you’re comfortable wearing other hats from time to time.

You’re obsessed with the details. You are careful, cautious and incredibly meticulous; some may even call you nitpicky — in an endearing way, of course! And, you dream about dotting the i’s and crossing the t’s. Nothing slips by the net when you’re goalie.

You’re a master of the flow state. When a long string of repetitive tasks come your way, you don’t flinch—you get into a groove that helps you mow down every task in your path without getting sloppy.

You’re comfortable with ambiguity. You have the ability to prioritize and re-prioritize your work in a fast-changing environment — you understand that things change as new information is made available. You don’t mind shifting gears and are skilled at having a few balls up in the air at one time.

You leave your ego at the door. You have integrity, talent, are outgoing, have a palpable excitement about the future and don’t show it off. Shadiness, mediocrity, cynicism and excessive ‘constructive criticism’ are out.

You’re self-motivated. Once you are confident in what you need to do, you can run with it and don’t need a lot of direction. You have strong self-structure and discipline and have worked remotely either currently or in the past, so you know the benefits and the challenges.

What you’ll be doing

Reading into our customers’ concerns, and making their day

In many ways, you’re the face of the company when a customer needs something. So your mission is simple: make sure they leave with a smile on their face. Every day, you’ll be:

• Interacting with customers in varying mediums. You’ll answer emails or pick up the phone and talk to them directly.
• Responding to inquiries of all stripes. If a customer is having trouble logging in, you’ll be able to find the root cause—whether it’s user error or a bug in the system—and get them in. If they aren’t sure about the state of their account, you’ll put on your detective hat and gather all the details from our systems.
• Shaping our customer care strategy. Over time, you’ll be able to observe patterns and bring larger concerns to the development team, so we can build a better product. You’ll ensure our customers have a voice in shaping the future of PN.

Making sure the road is smooth, from warehouse to mailbox.

Your mission is simple: make sure our product gets into the hands of our customers with as few bumps in the road as possible. That includes:

• Sending orders to the warehouse. You’ll learn the proprietary tools our partners use so you can verify addresses, make sure everything looks right, and send orders off to the fulfillment houses for shipping. This includes special cases where customers need to order in bulk or have their orders expedited.
• Becoming a product expert. To keep things moving as smoothly as possible, you’ll study our product lifecycle so you know what happens at each stage of the customer’s journey—whether they’re just getting started with PN or they’re a veteran coach going for their next level of certification. You’ll learn when our big launches are coming up so the fulfillment house is ready for the load.
• Helping customers track their packages. You’ll reach out to customers if their address doesn’t look right, and respond to customers’ questions about where their package is—all the while making them feel heard and valued. If a shipment gets lost, you’ll reach out to the fulfillment house to track it down—and hold them accountable when things hit a snag.
• Supporting customs clearance and costs. In cases where our international customers are running into snags at the border, you’ll take care of the necessary paperwork, such as value declaration letters and detailed commercial invoices, as well as covering any fees for customers.

A few important caveats

This is a dream job, if you’re the right person for it.

Must-Have #1: You must be experienced. This can’t be your first rodeo. You have at least 2 years of experience in a web-based, service oriented company providing customer support where email and phone support were your primary responsibilities. At minimum, you must have also completed the PN Level 1 Nutrition Certification and be very familiar with PN’s products. You will hit the ground running.

Must-Have #2: You must be committed to your craft. You were meant to be in Client Care. It is your unique ability. It’s not a stepping stone to join PN or to gain some experience to launch another career. You care about people and want to be sure they have everything they need to make the right decision for themselves and get their questions answered.

Must-Have #3: You must be dependable. We’re a fully remote team, but that won’t stop you from showing up and giving your all for the team every day. Your compatriots know they can count on you.

Must-Have #4: You must be empathetic. Dealing with customer service means being able to put ourselves in their shoes to understand their pain points. You need to be able to listen to people’s problems, identify with them, and be genuinely motivated to make their lives better.

Must-Have #5: You must have a keen eye for detail. You have an eye even eagles would be jealous of. You can spot a mistake from a mile away, and you can’t live with uncrossed t’s and undotted i’s.

Must-Have #6: You must have experience with Precision Nutrition’s products and services. You have achieved one or more of PN’s certifications and are familiar with PN brand and ecosystem.

Wondering if this is the right path for you?

Every year, professionals at the top of their field choose to join Precision Nutrition.

Here are some reasons why.

Reason #1: You are in charge of you and how you do your work.

Unlike most companies, we outline clearly what we expect of you in this role and the priorities of our team. Beyond that, there are no rigid rules about how and when to do things. You’ll work independently – how and when you see fit, inline within the priorities and accountabilities of your role – without the bureaucracy and office politics.

Reason #2: You can work from anywhere.

We’re a 100% remote company, and have been working remote for 17 years. When you join our team, you’re no longer shackled to one desk, one office, one city, or even one country!

Reason #3: Meetings are optional. (No, really.)

You’re an adult. You’re capable of deciding how your time should be spent. If you don’t think you need to attend a meeting, you don’t. Simple as that.

Reason #4: Diversity & Inclusion is a priority.

We view Diversity & Inclusion as critical to our success. We are an Equal Opportunity Employer and our team members are people with different strengths, experiences and backgrounds, who share a passion for helping people live happier and healthier lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. Diversity is a key ingredient of our workforce, so we can best represent the people we serve. Everyone is welcome—as an inclusive workplace, we want our employees to bring their authentic whole selves to work. Be you.

Reason #5: You’ll always feel supported.

In a regular office, it’s easy to feel like a hamster in a wheel, powerless to change things. At Precision Nutrition, we work as a team to overcome issues & barriers that stand in each other’s way, and we treat each other with enthusiasm, compassion, and care.

Reason #6: You’ll never be bored.

People often come to Precision Nutrition after hitting a plateau in their old jobs. At PN, you’ll get the chance to conquer new challenges, learn from the best, and reach thrilling new heights of personal and professional growth.

Plus: no commute …

Go ahead: schedule work around your kids. Fly to Europe on a moment’s notice. As long as you’re ready to support our customers and team need you most, you have flexibility.

Sound like we might just be the perfect company for you?  Then you might just be the perfect fit for us.

Apply now >