Customer Service Specialist (Part-Time, Remote or Liberty Hill, TX) In His Hands Birth Supply — Job

Customer Service Specialist

(Part-Time, Remote or Liberty Hill, TX)

In His Hands Birth Supply — Job Description

Join our family-owned, mission-driven team at In His Hands Birth Supply and help expectant families and midwives with their product needs. Fully remote, part-time (20-30 hours per week), with flexible scheduling and benefits.

About In His Hands

For over 25 years, In His Hands Birth Supply has been family-owned and operated by the Jack & Sherry Youngblood family, growing into a premier provider of home birth supplies nationwide. From our home office and warehouse in Liberty Hill, Texas, we deliver exceptional service and support to expectant families, midwives, and other healthcare providers.

Position Summary

The Customer Service Specialist serves as the primary point of contact between In His Hands and our customers. Our primary customers are expectant parents preparing for the birth of their child, and midwives and birth centers who care for them. This role owns the customer experience across phone, email, live chat, and SMS, working closely with our operations team to resolve order and product questions quickly, accurately, and with genuine human care.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries across all communication channels:
• Engage with website visitors via live chat.
• Respond to email and text inquiries regarding products and orders.
• Assist callers placing orders or requesting information over the phone.
• Utilize existing macros and company documentation to handle common requests consistently, accurately, and efficiently.
• Guide customers through product selection and custom birth kit customization with an understanding of pregnancy, birth, and postpartum care.
• Coordinate with the operations team to address order details and inventory questions.
• Identify documentation gaps and help update the company handbook and response macros as operational processes evolve.
• Leverage AI tools to increase workflow efficiency while maintaining personal, high-quality human interactions.
• Collaborate flexibly with the team on cross-functional tasks as business needs arise.

Qualifications

The ideal candidate is a current or former home birth mother and/or midwife who is dedicated, empathetic, and skilled at problem-solving. They should possess strong communication skills and be comfortable navigating digital platforms in a remote or office setting.

Highly Preferred:

• Personal experience as a home birth mother and/or practicing midwife.
• Excellent written and verbal communication skills.
• Patient, kind, and empathetic communication style, particularly in time-sensitive or emotional situations.
• Strong technical aptitude, with the ability to manage multiple software tools simultaneously.
• Reliable high-speed internet and a quiet, dedicated home workspace (if working remotely).

Preferred:

• Prior experience in customer service, e-commerce, or the birth industry.
• Familiarity with apps such as Gorgias, ShipHero, or Asana.
• Proficiency in using AI productivity tools (e.g., ChatGPT, Gemini, Claude) to refine and draft communications efficiently.

Schedule & Commitment

Hours: Part-time with approximately 20-30 hours of work per week. General availability between 8:30 am and 4:30 pm Central is preferred to accommodate customer needs during business hours.

Location: Flexible. Local candidates in the Austin/Liberty Hill area can work in our office; being fully remote is also an option for non-local candidates.

Training: Paid, mandatory on-site training (2–5 days) at our Liberty Hill office. Ongoing familiarization with company policies and documentation is expected.

Compensation

Salaried compensation based on the estimated workload of 20-30 hours per week, with a starting hourly range equivalent of $21–$23 per hour depending on experience. Raises and bonuses are based on customer satisfaction, response times, and overall performance.

Benefits

• Flexible work options, including remote work and adjustable scheduling.
• Comprehensive paid training program.
• Paid time off (PTO) accruing from day one, plus designated paid holidays.
• 401(k) retirement plan with up to a 4% company match after one year.
• On-site perks including complimentary snacks, beverages, and team lunches.

Pay: $21.00 - $23.00 per hour

Expected hours: 20.0 – 30.0 per week

Benefits:

• 401(k)
• Employee discount…