About Us
We’re on a mission to save your microbiome. Because when you feed your inner ecosystem, your whole health thrives.
LOAM is a new DTC health company engineering the next generation of microbiome-supportive products, powered by precision fiber technology and backed by clinical research.
Founded by Dr. Karan Rajan, LOAM launched in October 2025 with one goal: to make gut health modern, digestible, and taboo-free.
About the Role
As CX Manager, you will be responsible for representing the Voice of the Customer internally and enhancing the customer experience across key touchpoints externally. Your primary focus will be to stand up processes that scale with our business and gather insights from our Customer that will shape everything we do, whether that’s creating a new social post or informing our product innovation roadmap. The goal is to ensure a holistic and customer-centric approach to our services that result in top tier satisfaction ratings and raise customer retention.
This is a fully remote position (North America preferred) with cross-functional collaboration across marketing, operations, and fulfillment. This role reports to our VP Operations.
Primary Responsibilities:
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Oversee day-to-day customer support in Gorgias (email, chat, and social channels)
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Develop and refine CX workflows, macros, and escalation procedures to scale efficiently
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Partner with Ops and Fulfillment to resolve shipping, billing, and product issues swiftly
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Track and report on CX metrics (response time, CSAT, NPS, first contact resolution), with a constant eye towards continuous improvement
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Identify and implement automation opportunities while maintaining a personalized customer experience
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Collaborate with marketing and product development to deliver customer feedback insights that inform strategy
Skills and Qualifications:
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4+ years of experience in customer experience, support, or operations - ideally in DTC e-commerce or consumer health/wellness
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Experience scaling support teams in a high growth start up environment
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Proficiency with Gorgias (or similar CX platforms)
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Excellent written and verbal communication skills
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Data-driven mindset with comfort using dashboards and metrics to guide decisions and prioritization
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A customer-first mentality with empathy, problem solving skills, and a bias for action
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Comfortable working independently in a fast-paced environment that services a global customer base
What We Offer
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Fully remote, flexible schedule
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Fast-growing brand with room to make a big impact
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Collaborative, mission-driven culture
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Product freebies
Does this sound like you? Send an email with your resume and portfolio to hello@loamscience.com, with the subject line "CX Manager - [NAME]"
