Customer Care Specialist — Digital Channels

About Nanit:

Welcome to Nanit, the high-growth baby tech company changing the way parents experience parenthood. Since launching the Nanit baby monitor in 2016, we’ve led the industry with computer vision and machine learning technology that helps parents understand their baby’s sleep and feel more confident in their parenting journey. Today, Nanit is the leader in connected parenting, trusted by millions of families who rely on us not just for technology, but for support, reassurance, and expertise.

About the Role:

As a Customer Care Specialist, Digital Channels, you will be a core member of Nanit’s Family Support Team and the frontline voice of Nanit across our social and online platforms. This entry-level role focuses on responding to technical and product-related questions from parents via Instagram DMs, online reviews, Reddit, and other digital channels.

You are a clear, empathetic communicator and a curious problem solver who understands that families often reach out during high-emotion moments. You’ll partner closely with Product, Engineering, Marketing, and Community teams to deliver accurate, timely support, while surfacing customer feedback that helps Nanit continuously improve the family experience.

What You’ll Be Doing:

• Manage and respond to customer inquiries across Instagram DMs, Reddit, product reviews, and other digital and social platforms with speed, accuracy, and empathy
• Troubleshoot and resolve basic technical and product issues through clear, concise written communication
• Maintain a warm, consistent Nanit brand voice across all public and private customer interactions
• Identify trends, recurring issues, and customer sentiment from digital channels, sharing insights with cross-functional partners
• Escalate complex or sensitive issues to appropriate internal teams with clear documentation and follow-through
• Collaborate closely with Social Media, Product, and Customer Success teams to ensure alignment, accuracy, and a high-quality customer experience

What You Are:

• A champion of thoughtful, high-quality customer care who leads with empathy, accountability, and curiosity
• A clear, confident written communicator who can translate technical concepts with calm and compassion
• Comfortable engaging with customers in public-facing spaces and understands the nuances of social and community platforms
• Highly organized and detail-oriented, able to manage multiple conversations across platforms
• A proactive self-starter who takes ownership and thrives in a fast-paced environment
• Eager to learn and become an expert in Nanit’s products, tools, and internal systems

Preferred (But Not Required):

• Prior experience in customer support, social media moderation, community management, or digital messaging
  Familiarity with customer support platforms such as Zendesk, Kustomer, or similar CRMs
• Comfort navigating Reddit, Instagram, and online review ecosystems

EEO, Salary and Location: 

Salary: $60,000 base salary + plus equity and benefits. The base pay is one component of Nanit's total compensation package, which may also include access to healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, and basic life insurance. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We are proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.