Customer Support representative
About Mira
We are Mira, a leading provider of assisted reproductive technology that helps couples and individuals who are having trouble getting pregnant. We started our company because we want to help women with their fertility journey, empower them with the best technology and information, and help them to reach their fertility goals.
We know that many women face fertility challenges when they try to start a family. The lack of awareness and information about our own fertility levels gives women tons of guesswork during their trying-to-conceive (TTC) journey. With a focus on personalized care and cutting-edge technology, we are committed to helping our customers achieve the highest possible success rates and the best possible outcomes.
About the position
We are a women’s health consumer product company. We are looking for a team/individual to help us with customer support functions. Specifically, we need help with management, replies, live chat, and social media comment replies. You must be in the US time zone for at least 4 hours per day.
Responsibilities:
- Answer, tag, and escalate customer complaints within 2 hours after the complaint submitted
- Answer comments on social media within 24 hours after they are posted
- Reply to the direct message on social media within 2 hours
- Proactively greet customers when they come to the website to help with conversion. Be on chat 4 hours per day, US time
- Make calls if needed
- Address and escalate customer issues on chat
Requirements
- Must know Kustomer very well or similar platforms
- Be able to talk about consumer medical product
- Must be able to work in the US time zone
- Answer every incoming chat after 15 seconds of the chat request
- Native or fluent written English
- Previous experience on how to talk to female consumers
- Use a warm and positive tone to keep customers happy
Details
The role is a remote position, with a 40-hour workweek.
What we offer
- You will work with a dedicated, highly-engaged, international team of professionals who are passionate about helping couples and individuals start their families
- We have a fast paced and collaborative work environment where we encourage open communication, ownership and independence
- If addition to competitive salary we offer performance-based bonus system based on OKR
- Benefits: paid vacation, holidays, and sick leaves,
- We provide professional development opportunities – training courses, workshops and seminars
Recruiting process
Step 1 ‘Screening call with HR’ – Step 2 ‘Assessment task’ – Step 3 ‘Interview with department lead’