Senior Customer Support Representative
1 month ago
Job type: Full-time
Hiring from: US only
Category: Customer Support / Customer Success
Our mission is to help people become happier, healthier, and more resilient in the face of life’s challenges. The science suggests these are skills -- ones that meditation makes us better at.
At its core, meditation is a simple, secular, scientifically validated exercise for your mind. Like running in the 70’s, or yoga in the 90’s, meditation is now poised to become the next big public health revolution. Join the team that’s accelerating this revolution. Ten Percent Happier touches millions of lives with award winning apps, books and a podcast, is backed by extraordinary investors, co-founded by #1 New York Times Bestselling author Dan Harris of ABC News, and guided by the world’s most respected meditation teachers & scientists.
As a full-time, remote senior customer support representative, you will have the chance to deliver exceptional support to Ten Percent Happier customers, creating another positive touchpoint with the Ten Percent Happier brand. You’ll work closely with the Support Manager and other team members to ensure the Support team is providing effective and timely responses to customer requests and enabling our users to successfully navigate through their Ten Percent Happier experience. As part of a close-knit team in a fast-paced and fun startup, you’ll play a key role in keeping our current customers happy and meeting the demands of potential and future customers as we move into our next phase of growth. In this role you’ll help shape our company’s best in class culture of support, marrying technical and problem-solving expertise with skillful diplomacy and genuine care for our customers. If you want to master your craft and work with one of the best teams on the planet, while improving the lives of countless people around the world, this might just be your dream job.
Provide front-line customer support for our community via email and other channels.
Handle customer requests and questions with a thoughtful, friendly and empathetic tone.
Communicate clearly in writing to people with a wide range of technical understanding.
Maintain comprehensive knowledge of Ten Percent Happier products, especially the Ten Percent Happier mobile app, to support customers in navigating our products and to identify and escalate bugs, issues and user pain points appropriately.
Master a wide variety of technical issues and software interfaces to quickly diagnose and resolve a range of customer support needs.
Work collaboratively with the larger Support team, as well as the other teams at the company, to plan for and execute on key company initiatives.
Help create and maintain internal and customer-facing documentation.
Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
Above all, be able to represent Ten Percent Happier to our customers through unflappable diplomacy and empathetic communication.
Ideal Experience & Characteristics:
2-5 years of previous professional experience in a customer service/support environment that involved technical knowledge, well-crafted written communication, and close collaboration with a team.
Passionate about creating an amazing customer experience.
A sense of urgency and a satisfaction from going above and beyond to provide solutions.
Technically savvy and can pick up new technology very quickly and confidently.
Strong comfort level and familiarity with both Desktop platforms and mobile devices.
Prior experience with Help Scout or equivalent customer support ticketing platform ideal.
Incredibly organized and detail-oriented, with exceptional critical-thinking and troubleshooting skills.
Great writer with a clear, thoughtful and friendly writing style.
Self-motivated and accountable, while thriving in a collaborative team.
Excellent under pressure and can adapt quickly in a fast-moving startup environment.
Excited about making meditation and contemplative wisdom widely accessible.
BA/BS degree preferred. Advanced degrees welcome. Substitutions by experience considered.
Be a key member of a small team in a very collaborative environment.
Become a part of a rapidly growing company that is changing millions of lives.
Work remotely from a home office or co-working space, while being fully integrated into a remote-friendly company.
Get a competitive compensation package with equity and benefits.
Join a culture that values clear and kind communication, a dedication to crafting incredible products and content, and will engage your intellect and curiosity on a daily basis. We’re passionate about reasonable work hours, flexibility in getting work done, and respecting and valuing the whole life you live.
Be welcomed into a diverse and inclusive workplace where we learn from each other’s experiences, abilities and perspectives. We are an equal opportunity employer.
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