Customer Support Specialist
The Role
As a Customer Support Specialist and one of our early support hires, you will work side-by-side with the founding team and have a large impact on the experience of thousands of customers. Specifically, you will report directly to our Operations Manager for Customer Support. As our team expands rapidly, you will have the opportunity to grow into a support leadership position.
*Your primary responsibilities will include:
Customer Support: You will handle internal and external customer questions and support tickets via email, Slack, and our website chat, as well as other sources and see them through to completion in a timely manner.
Customer Success: You will engage with potential customers and also ensure that existing customers have the best possible experience by interacting with our coaches to help them manage customer questions and issues.
About You
Caring & Courteous: We are on a mission to improve everyone’s life with 1-on-1 coaching. You care about our clients' health and understand their needs. You understand when to be casual with a client to brighten their day and when to be extremely professional.
Thrive on Ownership: We are an agile, early-stage company operating with a high level of ownership across all departments. This is not a typical 9-5 job. You will regularly help build new processes to improve customer experience.
Calm Under Pressure: You are able to prioritize and manage multiple conversation threads with dozens of customers simultaneously and may encounter the occasional upset customer (extremely rare). The ability to remain calm during periods of high customer volume is necessary.
Tech Savvy: Our customers expect reasonably fast replies to various kinds of issues. You are a detail-oriented, fast typist who can effectively troubleshoot systems and technical issues with clients. Being able to type and respond quickly and accurately is vital. You are proficient with email platforms, ticket tracking, Google Suite, and Slack.
Respectful and honest: We know everyone says this, but we have zero tolerance for assholes. We lead through mutual respect and trust - not fear or hierarchy. We expect the same from every member of the team.
Our culture is fun and casual, but intense. From passion projects to hackathons, we are people who take a lot of ownership over our work and aren’t afraid to get our hands dirty and build things fast. Our team is motivated not by deadlines or paychecks, but by the life-changing impact that our product has on thousands of people around the world.
We are a fully remote company with employees across 20+ states. We organize in-person get-togethers about once per quarter to hang out as a team.
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