Manager/Senior Manager of Customer Experience Operations, Pendulum Therapeutics
$120-160k
+ Equity
Reinventing personal health naturally through the microbiome
Be an early applicant
Reinventing personal health naturally through the microbiome
21-100 employees
Be an early applicant
$120-160k
+ Equity
21-100 employees
Company mission
To bridge nature and medicine.
Role
Who you are
- This role requires someone who thrives on ownership, can transform customer insights into actionable improvements, and excels in a collaborative, science-driven environment
- We're looking for a strategic thinker and operational powerhouse who can handle the details while keeping sight of the bigger picture
- The successful candidate has the strategic capability to measure and improve team performance, a passion for operational excellence, and deep customer empathy
- 5+ years of experience in customer service or customer operations roles
- 2+ years of team management experience (experience with DTC ecommerce and subscription business strongly preferred)
- Experience with customer service platforms like Kustomer, Gorgias, Gladly, or Zendesk
- Strong understanding of customer experience metrics and performance measurement
- Proven track record of driving process improvements and operational excellence
- Exceptional communication skills and ability to translate brand voice and tone into clear, compassionate messaging
- An analytical mindset with the ability to transform data into actionable initiatives
- Experience with BPO management (preferred)
- A strategic mindset with attention to detail
- Excitement to work in a startup environment where flexibility and wearing multiple hats is essential
- Comfort with ambiguity and eagerness to build and refine processes
- Enthusiasm for experimenting with new approaches and technologies
What the job involves
- Pendulum is seeking a Manager/Senior Manager of CX Operations to own and lead the day-to-day operations of our Customer Experience team
- This person will report directly to the Director of Customer Experience and will manage a team of offshore agents and an in-house team of customer service experts
- Manage CX team performance across service channels, ensuring adherence to SLAs
- Lead standups and team meetings to align priorities and coordinate resource planning
- Partner with the Microbiome Care team leader to ensure seamless coordination and escalation between service tiers, maintaining regulatory compliance and supporting the delivery of scientifically accurate, white-glove service for customers
- Analyze CX metrics and customer feedback to identify trends and improvement opportunities
- Partner with cross-functional teams to implement process improvements based on customer insights
- Develop and execute training programs for new and existing team members
- Create comprehensive reporting on team performance and customer satisfaction metrics
- Manage vendor relationships, including our BPO partners and customer service platform providers
Our take
Pendulum Therapeutics developed its product by analyzing the genetic material of microbes in the human body. Its debut product, Pendulum Glucose Control is a medical probiotic, the first of its type to be clinically proven to be effective at lowering blood sugar spikes in people with type 2 diabetes. Classified as a medical food, it bridges the gap between medication that can cause side effects and generic probiotic products that have no scientific backup with regards to efficacy.
Pendulum Glucose Control has been greatly in demand, and so with a $54M investment, manufacturing has scaled up. Other products from Pendulum include supplements for gut health and metabolism optimization supplements, the latter also becoming a key product from the team.
In 2023, Pendulum increased its already thriving publicity with the appointment of actor Halle Berry as its CCO, hinting at a scaling up of its operations in line with its media visibility. Its 2024 breakthrough product has been its GLP-1 Probiotic drink, a first-of-its-kind drink to control metabolism.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- 401k with company matching
- Competitive salary and equity packages
- Health, dental, vision, and life insurance
- Flexible schedules and unlimited vacation policy
- Commuter benefits
- Cell phone stipend
- Collaborative team environment
- Casual culture (66% of founders usually wear hoodies)
- Small on-site gym
- Strong emphasis on work/life balance: we believe it, we encourage it, we live it
- Walking distance to Bart & Muni
Company HQ
Dogpatch, San Francisco, CA
Leadership
John Eid
(CSO & Co-Founder)They took a Ph.D. at The University of Illinois before spending 8 years at Pacific Biosciences. They left this Principal Scientist role in September 2013 to co-found Pendulum Therapeutics, serving since as Chief Scientific Officer.
Colleen Cutcliffe
(CEO & Co-Founder)Having studied for a Ph.D. at John Hopkins University, they worked as a Hospital Project Manager for 3 years prior to joining Elan Pharmaceuticals as a Scientist. They spent 4 years at Pacific Biosciences with John before co-founding Pendulum Therapeutics in 2013.
Share this job
View 3 more jobs at Pendulum Therapeutics