Customer Service Executive

Nestology is on a mission to make early parenting (03 years) simpler, calmer, and more confident for families. As a Customer Service Executive, you will be the first line of support for parents, ensuring every interaction feels clear, caring, and solution-oriented.

Nestology offers a 360 ecosystem for parents of 03 year olds, bringing together guidance, programs, expert support, and community in one place. The brand voice is warm, non-judgmental, and practical, and customer support is a core part of how parents experience this promise.

As a Customer Service Executive, you will handle parent queries and issues across multiple channels, provide accurate information about Nestology's offerings, and coordinate with internal teams to ensure timely resolutions. You will help convert confusion or concern into clarity and confidence for parents.

Respond to parent queries and concerns via phone, email, chat, and messaging platforms in a timely and empathetic manner.

Provide clear information about Nestology's programs, features, pricing, and processes, and guide parents on how to use the platform.

Log, track, and update all interactions and tickets in the relevant tools/CRM, ensuring accurate records of issues and resolutions.

Troubleshoot basic product or service issues and escalate to the appropriate team (tech, product, operations, experts) when needed.

Follow up with parents to confirm that their issues have been resolved and they are satisfied with the support received.

Gather and summarize recurring feedback, pain points, and suggestions from parents and share these insights with product and operations teams.

Adhere to internal SLAs for first response and resolution time while maintaining quality and warmth in communication.

Contribute to FAQs, support scripts, and help resources to make it easier for parents to find answers.

13 years of experience in customer service, customer support, or client-facing roles; experience with consumer apps, ed-tech, health, or parenting products is a plus.

Strong verbal and written communication skills, with the ability to explain things simply and patiently.

High empathy and active listening skills, especially while interacting with new and sleep-deprived parents.

Comfortable working with support tools/CRMs, email platforms, and basic spreadsheets.

Ability to stay calm under pressure, manage multiple conversations, and follow through on commitments.

Organized, reliable, and attentive to detail in logging information and following processes.

Willingness to work in shifts or on weekends/public holidays if required, based on parent support needs (can be customized).

Alignment with Nestology's mission and comfort working in a fast-moving startup environment.

Frontline experience understanding what parents of 03 year olds need, worry about, and value.

Close collaboration with operations, product, and expert teams, with opportunities to grow into senior support, operations, or community roles.

A role where your daily work directly improves families experiences and trust in the brand.

Interested candidates can apply via LinkedIn