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About us
Shoulder Sleeper makes recovery pillows and products for people healing from shoulder surgery. Our pillow is designed to be used alongside the sling from a patient's surgeon. We've helped more than 30,000 patients and work with more than 300 medical professionals. We're a small team in Orange County, so your work will be seen and felt every day.
Our customers are usually in pain, short on sleep, and a little overwhelmed. How we treat them matters as much as the product.
The role
You'll be the human voice of Shoulder Sleeper. You'll own our customer conversations on every channel, run our social media, and help build the brand. Your job is to make every customer feel looked after, whether that's a patient two days out of surgery or a clinic getting ready for its next patients. Most of all, you'll obsess over making every customer's experience better.
What you'll do
_Customer experience_
* Manage our phone line, support email, text messages, and website chat during office hours.
* Answer every customer kindly, clearly, and quickly.
* Help customers with orders, shipping, returns, and how to use their pillow.
* Follow up after purchase so customers feel supported through recovery.
* Go the extra mile: find unhappy customers online, reach out personally, and (with manager approval) send a replacement pillow or a handwritten note.
* Look at every step of the customer journey and find ways to make it easier.
* Track common questions and complaints, and turn them into fixes, FAQs, or new content.
* Log any customer reaction or side effect report and send it to leadership the same day.
* Keep clear notes, and share what customers are telling us with the team every week.
_Community and social_
* Run our Facebook group and keep it active, helpful, and positive.
* Reply to every comment on our ads and social posts.
* Find customers in the comments and turn them into conversations, reviews, and stories (with their permission).
* Plan, create, and schedule content across our social channels.
* Write captions, emails, and short videos that are helpful, kind, and on brand.
* Join the conversation in online recovery communities, like shoulder surgery support groups and patient forums.
* Reach out to medical and physical therapy pages, healthcare creators, and recovery accounts to get Shoulder Sleeper in front of their followers.
* Connect with larger practices and surgery centers that have an active social presence for features or collaborations.
* Track outreach and results so we know what's working.
* Send new content through our team's review process before it goes live.
_Creative and marketing materials_
* Create graphics in Canva, using AI tools to work faster.
* Order trifolds and other printed marketing materials for our clinics and for us, through our team's approval process.
* Help B2B accounts (clinics and surgeon offices) choose products and get the marketing materials they need. Pricing and order questions go to our team.
Growth path
As you grow, you can take over our email marketing in Klaviyo, including campaigns, flows, and performance. Raises are tied to taking on that ownership.
What we're looking for
_Must have_
* A warm, patient communicator who likes helping people. Customer support or other customer-facing experience is a plus.
* Clear, warm writing. You can explain things simply to someone who is tired and hurting.
* Social media savvy, especially Facebook groups and ad comments, with experience creating content for a brand.
* Comfortable with Canva and everyday AI tools (ChatGPT, Claude, AI image tools).
* A real drive to make customers' lives easier, and the habit of noticing what could be better.
* Organized and self-directed across several channels at once, with good follow-through on details.
* Able to work in person at our Irvine warehouse.
_Nice to have_
* Experience with Klaviyo or Shopify.
* Healthcare, physical therapy, or patient-facing experience.
* Experience at a small e-commerce or direct-to-consumer brand.
* Short-form video skills, including filming and editing on a phone.
* Experience with creator, influencer, or community outreach, especially in healthcare.
* Bilingual in English and Spanish.
Pay and schedule
* Pay: $20–24/hour, with raises as you take on more ownership
* Schedule: full-time, weekdays during office hours. No weekends.
* Location: in person at our Irvine warehouse
* Start date: as soon as possible
How to apply
Apply here on LinkedIn with your resume. Then email 2 or 3 examples of social content you've made to . In a few sentences, tell us about a time you turned an unhappy customer into a happy one.