Customer Care Specialist — Digital Channels
About The Position
As a Customer Care Specialist, Digital Channels, you will be a core member of Nanit’s Family Support Team and the frontline voice of Nanit across our social and online platforms. This entry-level role focuses on responding to technical and product-related questions from parents via Instagram DMs, online reviews, Reddit, and other digital channels. You are a clear, empathetic communicator and a curious problem solver who understands that families often reach out during high-emotion moments. You’ll partner closely with Product, Engineering, Marketing, and Community teams to deliver accurate, timely support, while surfacing customer feedback that helps Nanit continuously improve the family experience.
Requirements
- A champion of thoughtful, high-quality customer care who leads with empathy, accountability, and curiosity
- A clear, confident written communicator who can translate technical concepts with calm and compassion
- Comfortable engaging with customers in public-facing spaces and understands the nuances of social and community platforms
- Highly organized and detail-oriented, able to manage multiple conversations across platforms
- A proactive self-starter who takes ownership and thrives in a fast-paced environment
- Eager to learn and become an expert in Nanit’s products, tools, and internal systems
Nice To Haves
- Prior experience in customer support, social media moderation, community management, or digital messaging
- Familiarity with customer support platforms such as Zendesk, Kustomer, or similar CRMs
- Comfort navigating Reddit, Instagram, and online review ecosystems
Responsibilities
- Manage and respond to customer inquiries across Instagram DMs, Reddit, product reviews, and other digital and social platforms with speed, accuracy, and empathy
- Troubleshoot and resolve basic technical and product issues through clear, concise written communication
- Maintain a warm, consistent Nanit brand voice across all public and private customer interactions
- Identify trends, recurring issues, and customer sentiment from digital channels, sharing insights with cross-functional partners
- Escalate complex or sensitive issues to appropriate internal teams with clear documentation and follow-through
- Collaborate closely with Social Media, Product, and Customer Success teams to ensure alignment, accuracy, and a high-quality customer experience
Benefits
- equity
- healthcare benefits
- a 401(k) plan
- short-term and long-term disability coverage
- basic life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
