[Contract Position] Customer Care Onboarding and Sizing Specialist

Overview

Willow Innovations, Inc. is looking for an Onboarding & Sizing Specialist to join our Customer Care team. This is a remote contractor role for candidates based in the United States, reporting to the Director of Customer Care. This position requires a highly motivated and organized communicator passionate about helping parents navigate pumping with Willow. The ideal candidate has lactation experience, is knowledgeable about breast pumping and pumps, and will be committed to delivering an exceptional customer experience. Please apply if you have customer care experience and are interested in helping parents navigate pumping – we'd love to hear from you!

Role & Responsibilities | What you’ll do: 

• Conduct one-on-one and group Zoom sessions with Willow moms, providing expert guidance on onboarding, sizing, assembly, and basic troubleshooting for Willow Pumps.
• Moderate and contribute content in the Willow Moms Facebook community, fostering a supportive and informative space for moms.
• Collaborate on the creation of internal and external content related to sizing, onboarding, and troubleshooting.
• Review and respond to customer escalations from Tier 1 agents, providing expert guidance on sizing and other key product concepts. 
• Gather, analyze, and present customer insights related to the onboarding and sizing program, identifying trends and opportunities for improvement.
• Support general customer care initiatives as needed, ensuring a seamless and empathetic experience for all moms.

Experience | What you’ll bring: 

• 2-4 years of customer care experience specializing in high-touch interactions, product troubleshooting, and/or dedicated 1:1 support.
• Excellent oral and written communication skills, with a strong sense of ownership and critical thinking capabilities.
• Experience leading and moderating group discussions, and understanding of social platforms like Meta Business Suite. 
• Experience working with Customer Care systems, including Salesforce Service Cloud, Calendly and Zoom (preferred, not required).
• Experience with breast pumps and familiarity with lactation. 
• Ability to create a professional and distraction-free environment for video consultations (clear background, minimal noise).
• Reliable and punctual, with a willingness to work West Coast hours and one weekend day per month.
• Passion for Willow’s mission—moms deserve a better world—and commitment to supporting their needs.

Additional Information
Willow takes a market-based approach to pay, and pay may vary depending on the successful candidate’s location, job-related skills, experience, and qualifications. We regularly review and update our pay ranges and therefore, these ranges may be modified in the future.

Contract position to last 9 months. Compensation Range - $25.00-$27.00/hr