Health Success Specialist, Health Success Team

Summary

This role is dedicated to managing a high volume of customer interactions across multiple communication channels, including SMS, email, social media, paid advertising comments, and online communities. You will work closely with the Customer Experience team, under the guidance of the Customer Experience Director, to ensure our customers receive exceptional support and guidance while contributing to retention and growth strategies.

Experience Required: 1 year(s) in a customer facing environment

Availability: Full time (Primarily weekdays with some weekend availability)

Location: Austin, TX (or willing to relocate)

Who We Are:

Heart & Soil is redefining premium nutrition through our desiccated organ supplements, delivering the highest form of nutrition with ingredients sourced from regenerative, grass-fed, and grass-finished farms. Our mission is to inspire and empower individuals toward radical health and vitality, offering clean, filler-free products that bring the nutrient power of organs to the modern diet.

We are a passionate, purpose-driven team focused on making a meaningful impact—bringing radical health to others and helping to eliminate unnecessary chronic disease.

Who You Are:

You are energetic, driven, and deeply passionate about health and wellness, particularly the animal-based lifestyle and its transformative benefits. You thrive on delivering outstanding customer experiences and are naturally skilled at forging genuine connections, guiding individuals on their health journey, and translating customer feedback into actionable insights.

Resourceful and action-oriented, you excel at juggling multiple communication platforms, maintaining clarity and empathy under pressure. You have previous experience in customer-facing roles—ideally within eCommerce, health & wellness, or premium consumer goods—and are eager to take ownership of customer engagement, retention, and community-building efforts.

You are based in Austin, TX (or willing to relocate) and excited to contribute directly to Heart & Soil’s growing mission.

What You Will Bring:

• A deep passion for health, wellness, and the Heart & Soil mission.
• 1 years of customer-facing experience in a fast-paced environment is desired—experience in eCommerce, health coaching, hospitality, or similar industries is a plus.
• Strong communication skills with a proven ability to manage multiple digital channels (email, SMS, social media, community platforms) effectively.
• Familiarity with platforms such as Shopify, Gorgias, Asana, Notion, and Circle is a plus.
• Experience supporting marketing campaigns, retention strategies, or customer lifecycle initiatives.
• Comfortable engaging both virtually and in-person, including webinars, social media events, and representing the brand at conferences or health-focused events.
• Results-driven, with experience achieving KPIs such as response times, NPS, CSAT, retention, and conversion rates.
• Collaborative, with an ability to work cross-functionally and provide feedback that supports marketing, product, and CX strategies.
• A growth mindset—committed to continuous learning, especially around health, nutrition, and customer experience best practices.

What You Will Do:

• Engage Across Channels: Be the frontline representative for Heart & Soil, managing customer interactions via SMS, email, social media, online communities, and advertising comment threads, with a focus on converting prospects and retaining customers.
• Deliver Exceptional Customer Experiences: Uphold brand values and exceed expectations in every interaction while meeting KPIs like response times, ticket volume, conversion rates, NPS, and CSAT scores.
• Actively Support Community Engagement: Provide guidance, resources, and consistent support within our subscriber community to foster a strong sense of belonging and advocacy.
• Collaborate Cross-Functionally: Work closely with marketing, product, and operations teams to share insights, inform content strategies, and improve customer communication workflows.
• Participate in Events & Conferences: Represent Heart & Soil at health conferences, trade shows, and marketing events—engaging with attendees, sharing the Heart & Soil story, and expanding awareness of our mission. Some travel may be required.
• Create & Refine Resources: Assist in developing templates, FAQs, educational content, and retention-driven communication strategies that contribute to customer loyalty and long-term success.
• Inform & Educate: Conduct webinars, social media live sessions, and create high-value content to educate customers on health-related topics and product information.
• Customer Feedback Loop: Collect and analyze customer feedback, identifying patterns or emerging trends, and communicate findings to leadership to inform product, marketing, or operational improvements.
• Stay Informed & Grow: Stay current on emerging research in health, nutrition, and customer engagement strategies, while pursuing opportunities for professional development in marketing, business strategy, and wellness expertise.

What You'll Get:

• Make an impact: Join a rapidly growing, entrepreneurial-spirited team at a pivotal point, helping to positively influence the health of millions.
• Upward mobility: Grow within Heart & Soil based on outstanding performance.
• Competitive pay: We offer competitive compensation packages to top talent. We win together.
• Comprehensive benefits: Health, vision, and dental options, 401K matching (immediately vested), PTO, Lifetime Fitness membership, HQ amenities, and annual tribe trips.

Requirements for the role include being local to the Austin area (or willing to relocate), demonstrated experience in a similar role, and a passion for the Heart & Soil mission.