Practitioner Operations & Support Specialist - 65791264628

Practitioner Operations & Support 

Working Hours: To be Determined: Mon – Fri  9:00 AM - 5:00 PM CST
Holidays: PH/US Holidays
Sourcing Location:
Compensation: 

Company Overview

We are the first science-based platform that profiles a mother and baby's microbiomes in the first 1,000 days which is a critical window for the infant's lifelong health. Unfortunately, certain diets, lifestyles, and medical interventions (while life-saving) have unintended consequences by disrupting the natural colonization of an infant's gut microbiome in early life. This potentially contributes to chronic diseases such as eczema, food allergies, asthma, type I diabetes, and obesity later in life, which affects hundreds of millions of people globally.

Using at-home test kits, next-generation sequencing, a proprietary knowledge base, and AI technology, we provide key insights during this critical period when the microbiome is developing rapidly and highlight risk factors linked to microbial imbalances. We generate personalized, actionable recommendations, and early interventions to hopefully prevent health issues linked to infant gut development and give the child the best possible start in life.

About the Job

We’re looking for a Practitioner Operations & Support team member who will own the end-to-end practitioner journey — from first interaction through results delivery and beyond.

This role sits at the center of our practitioner experience and operations engine. You’ll not only support prospective practitioners through their decision-making process, but also ensure a seamless and high-quality experience after purchase, coordinating across fulfillment, lab processing, and internal teams.

On the front end, you’ll guide users from initial interest to purchase by responding to inquiries, answering questions, and nurturing leads through email, phone, and chat.

Once a practitioner places an order, your role shifts into operational ownership. You’ll support practitioners through kit activation, sample collection, and return shipping — anticipating questions and reducing friction at every step.

From there, you’ll monitor samples as they move through lab processing, coordinating with internal teams and lab partners when delays or issues arise. You’ll keep practitioners informed so they always know what to expect.

After results are delivered, you’ll continue supporting the practitioner experience — answering follow-up questions, guiding next steps (such as consults or retesting), and gathering feedback to improve our product and workflows.

You’ll act as the connective tissue between our practitioners, their patients, operations, and lab — ensuring nothing falls through the cracks and every practitioner feels supported at each step of their journey.

This role requires strong attention to detail, clear communication, and a proactive mindset. You’ll manage manual workflows, identify opportunities to improve processes, and help scale operations as we grow.

Duties & Responsibilities

• Manage practitioner inquiries across chat, email, phone and other support channels with empathy, clarity, and urgency
• Guide practitioners from pre-purchase questions through post-results support
• Own post-purchase operations, including:
  • Order review and coordination with fulfillment (kitting, shipping labels, accuracy checks)
  • Proactive shipment tracking and issue resolution (lost, delayed, or stuck packages)
  • Supporting kit activation, sample collection, and return shipping
• Monitor lab processing timelines and follow up with lab/internal teams as needed
• Keep practitioners informed throughout their journey, especially during delays or edge cases
• Troubleshoot and resolve practitioners issues end-to-end with a high level of ownership
• Document and manage manual workflows with strong attention to detail and accuracy
• Identify recurring issues and suggest process improvements to reduce manual work
• Create and maintain help center articles and internal SOPs
• Create Zendesk automations and triggers to improve efficiency
• Capture practitioner feedback and share insights with Product, Ops, and Clinical teams
• Communicate clearly and professionally in English across phone and written channels, delivering a seamless, white-glove support experience.

Skills & Requirements

• Excellent written and verbal English communication skills
• Experience providing phone-based support and serving high-touch or VIP clients, with a polished, confident, and empathetic communication style
• Highly organized with strong attention to detail and accuracy
• Ability to manage multiple workflows, priorities, and projects at the same time
• Proactive and solution-oriented, with a willingness to identify issues, propose solutions, get team buy-in, and follow through on implementation
• Strong communication and transparency when sharing issues, escalating questions, and coordinating with internal teams
• Comfortable working independently and taking ownership of tasks from start to finish
• Strong Google Sheets skills and comfort working with spreadsheets to track, organize, and manage operational workflows
• Ability to learn new tools and systems quickly and adapt to changing processes
• Experience with tools such as Zendesk, CRM platforms, Klaviyo, Calendly, QR code tools, Figma, Google Workspace, and Slack, or similar platforms, is a plus
• Experience with Calendly administration, including managing schedules, availability, event types, and troubleshooting scheduling issues, is a plus
• Dedicated, quiet workspace equipped with a computer, reliable Wi-Fi, and a headset suitable for professional phone communication