Job description
ByHeart is an infant nutrition company built from the ground up to deliver real innovation on behalf of babies and parents. Our mission is simple: make the best formula in the world. That’s why we studied the latest breast milk science, worked directly with suppliers we know and trust, set uncompromising quality standards, developed our own small batch blending process, built our own manufacturing facilities, and conducted a groundbreaking clinical trial. Our goal is to create a future where all parents feel amazing about feeding their baby—no matter how they do it.
When we launched our Whole Nutrition Infant Formula in March 2022, we were the first new U.S infant formula manufacturer in 15 years. Since then, we’ve been leading the way in a lot of ways.
We’re…
- The only U.S.-made infant formula to use organic, grass-fed whole milk
- The first and only U.S. infant formula company to add the two most abundant proteins found in breast milk—alpha-lac and lactoferrin—to our ingredients list
- The first infant formula company to receive Clean Label Project’s Purity Award (and we test for 700 contaminants vs the required 400)
- We ran the largest clinical trial by a new infant formula brand in 25 years—clinically proving our benefits vs a leading infant formula like:
- Less spit up
- Softer poops
- Easier digestion
- More efficient weight gain
- Enhanced nutrient absorption
- Longer stretches between nighttime feeds*
ByHeart has rapidly emerged as a leader in infant nutrition, fortifying the domestic supply chain by owning end-to-end manufacturing in 3 US facilities and ranking in the top 10% of the U.S. infant formula category within just one year. Strategic partnerships with retailers like Walmart and Whole Foods have expanded access to their premium, science-backed formula, now available in over 70% of U.S. stores.
With >$400M in funding, we’re shifting the industry forward—and this is just the beginning. Help us build a future where all parents can feel amazing about feeding, by joining our growing team of >300 people that stretches across the country.
We’re proud to offer competitive, family-first benefits, including but not limited to:
- Health insurance for the whole family: medical, dental, & vision insurance covered 100%, with 90% coverage for your family.
- Flexible paid time off: plus 12+ company holidays, and 2 floating holidays to use at your discretion!
- 16-weeks of fully-paid parental leave and new parent support: free 1-year supply of formula, cozy feeding suites, and paid pumping time.
- Up to 6% 401(k) Match to help you plan for your future.
- Company equity for every employee: because when we succeed, we succeed together!
Visit our site to learn more, and check out some recent press on ByHeart:
- Entrepreneur: The Illusion of the Shelf – The Driving Force Behind Infant Formula Shortages, and What Needs to Change
- Forbes: A Startup Wanted To Make A Better Baby Formula. It Took Five Long Years.
- Business Insider: ByHeart Announces Published Data in a Scholarly Journal on Benefits of The Novel High Quality Protein Blend in Their Groundbreaking Next-Generation Easy to Digest Infant Formula
- Axios: Infant formula maker ByHeart raises $95 million
- BabyCenter: 2024 Best formula for Breastfed Babies
- New Modern Mom: The Clean Formula Moms Are Loving
*based on data from infants at approximately 4 months of age
Role Description
Reports To: Sr. Director, Product Safety and Consumer Insights
Location: NYC or Remote
Start Date: ASAP
ROLES & RESPONSIBILITIES
- Serve as the first point of contact for all customer inquiries, supporting parents with compassionate and thoughtful care.
- Respond promptly across all channels, consistently exceeding our best-in-class service level agreements (SLAs).
- Follow established protocols and processes for addressing urgent customer concerns, including inbound health-related and quality complaints.
- Assign accurate tags and apply response macros to each inquiry to ensure high-quality data capture and actionable insights on our parent community.
- Carry out reimbursements (refunds and replacements) per internal standard operating procedures (SOPs), using empathy and sound judgment to ensure resolution aligns with both parent needs and business guidelines; promptly escalate or consult a subject matter expert (SME) when clarification or approval is needed.
- Contribute to continuous improvement efforts by identifying and highlighting recurring parent concerns, and collaborating on solutions that enhance the customer experience.
- Ensuring that customer-facing PX messaging is aligned with community and brand teams.
Skills & Qualifications
- 2+ years of experience on a customer care team within a consumer-facing organization.
- Background in nutrition or health industry, strongly preferred.
- Strong interpersonal, collaboration, communications skills.
- Excellent grammar and writing skills.
- Superb attention to detail.
- Experienced in using Google Workspace, MS Office Suite, especially PowerPoint, Word and Excel
- CRM Experience in Gorgias, Zendesk preferred
The minimum annual salary for this position is $59,000 and the maximum is $70,000. The salary range for performing this role outside of New York City will differ. Additionally, you will be eligible for a discretionary performance based annual cash bonus and to participate in our company’s equity program, plus our robust medical, dental, vision, retirement, and other benefits.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
