Practitioner Operations & Support Specialist

Practitioner Operations & Support

Working Hours: To be Determined: Mon Fri 9:00 AM - 5:00 PM CST
Holidays: PH/US Holidays
Sourcing Location: Philippines
Compensation:$1000

Company Overview

We are the first science-based platform that profiles a mother and babys microbiomes in the first 1000 days which is a critical window for the infants lifelong health. Unfortunately certain diets lifestyles and medical interventions (while life-saving) have unintended consequences by disrupting the natural colonization of an infants 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

Were 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. Youll 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 youll 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. Youll support practitioners through kit activation sample collection and return shipping anticipating questions and reducing friction at every step.

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

After results are delivered youll 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.

Youll 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. Youll 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

Required Experience:

IC