Customer Experience & Marketing Coordinator

Shoulder Sleeper

About the Role

Shoulder Sleeper makes recovery pillows and products for people healing from shoulder surgery. We are a small team in Orange County, and your work will be seen and felt every day. Our customers are often in pain, short on sleep, and overwhelmed. How we treat them matters as much as the product. You will be the human voice of Shoulder Sleeper, owning customer conversations, running social media, and helping to build the brand. Your job is to make every customer feel looked after and obsess over making every customer's experience better.

Key Responsibilities

Customer Experience

• Manage our phone line, support email, text messages, and website chat during office hours.
• Answer every customer kindly, clearly, and quickly.
• Help customers with orders, shipping, returns, and how to use their pillow.
• Follow up after purchase so customers feel supported through recovery.
• Find unhappy customers online, reach out personally, and (with manager approval) send a replacement pillow or a handwritten note.
• Analyze every step of the customer journey and find ways to make it easier.
• Track common questions and complaints, and turn them into fixes, FAQs, or new content.
• Log any customer reaction or side effect report and send it to leadership the same day.
• Keep clear notes, and share customer feedback with the team every week.

Community and Social

• Run our Facebook group and keep it active, helpful, and positive.
• Reply to every comment on our ads and social posts.
• Find customers in the comments and turn them into conversations, reviews, and stories (with their permission).
• Plan, create, and schedule content across our social channels.
• Write captions, emails, and short videos that are helpful, kind, and on brand.
• Join the conversation in online recovery communities, like shoulder surgery support groups and patient forums.
• Reach out to medical and physical therapy pages, healthcare creators, and recovery accounts for collaborations.
• Connect with larger practices and surgeon offices with an active social presence for features or collaborations.
• Track outreach and results.
• Send new content through our team's review process before it goes live.

Creative and Marketing Materials

• Create graphics in Canva, using AI tools to work faster.
• Order trifolds and other printed marketing materials for clinics and for internal use, through our team's approval process.
• Help B2B accounts (clinics and surgeon offices) choose products and get the marketing materials they need.

Growth Path

• As you grow, you can take over our email marketing in Klaviyo, including campaigns, flows, and performance. Raises are tied to taking on that ownership.

Requirements & Tech Stack

• Canva
• Everyday AI tools (ChatGPT, Claude, AI image tools)
• Klaviyo (nice to have)
• Shopify (nice to have)

Qualifications

• A warm, patient communicator who likes helping people.
• Clear, warm writing skills.
• Social media savvy, especially Facebook groups and ad comments, with experience creating content for a brand.
• A real drive to make customers' lives easier, and the habit of noticing what could be better.
• Organized and self-directed across several channels at once, with good follow-through on details.
• Able to work in person at our Irvine warehouse.
• Customer support or other customer-facing experience is a plus.
• Healthcare, physical therapy, or patient-facing experience is a plus.
• Experience at a small e-commerce or direct-to-consumer brand is a plus.
• Short-form video skills, including filming and editing on a phone, are a plus.
• Experience with creator, influencer, or community outreach, especially in healthcare, is a plus.
• Bilingual in English and Spanish is a plus.

Pay and Schedule

• Pay: starting at $22/hour, with raises as you take on more ownership.
• Schedule: full-time, weekdays during office hours. No weekends.
• Location: in person at our Irvine warehouse.
• Start date: as soon as possible.