What We Do
What You’ll Do
Calm’s Buyer Enjoy Division is in search of an Affiliate CX Specialist to lend a hand our individuals interact with our merchandise via offering remarkable buyer enhance, in addition to maintain escalated circumstances, give a contribution to documentation, and lend a hand with procedure growth tasks. This staff member may have a singular alternative to supply enhance throughout all of Calm’s product choices—together with our direct-to-consumer app and Calm Trade—and can temporarily sign up for quite a few queues together with escalations and insects. This staff member shall be anticipated to:
- Be certain every consumer’s enhance enjoy is of the easiest conceivable high quality via offering well timed, personalised, environment friendly, and empathetic replies
- Hopefully solution escalated buyer inquiries or path them to the agent easiest provided to reply
- Broaden a deep working out of Calm’s running platforms, options, and to be had documentation
- Establish patterns in malicious program experiences and have requests and escalate as it should be
- Personal the tickets and duties assigned to you, and thoughtfully prioritize them in response to the evolving wishes of the staff
- Write interior and exterior wisdom base articles in addition to canned responses to not unusual inquiries each proactively and as assigned
- Act as some degree particular person for questions from different Calm groups relating to reported problems
Who You Are
The best CXer for Calm loves creating a distinction via their paintings, brings a keenness for meditation and mindfulness, and is at all times in search of tactics to beef up the consumer enjoy. They preferably have earlier enjoy offering buyer enhance for a tech corporate and revel in serving to customers of various ranges of tech-savviness interact with era. They’re somebody who…
- Has remarkable written and verbal communique talents with a solutions-oriented means
- Is in a position to flip a detrimental buyer enjoy into a favorable via effort and attention
- Works autonomously and takes duty for finishing assigned paintings via efficient, data-driven prioritization
- Volunteers for duties once they see a necessity, somewhat than looking forward to them to be assigned
- Embodies a development mindset by way of searching for tactics to do issues higher, and requesting recommendation and comments
- Demonstrates a proactive option to studying, appearing interest about new gear, applied sciences, and Calm’s platform to higher enhance customers
- Sturdy drawback fixing talents, being able to suppose creatively and logically to unravel buyer problems
Great to Haves
- Enjoy supporting a subscription-based carrier with in-app purchases, and/or a client-facing carrier
- Enjoy troubleshooting product insects or high quality problems with consumers and with building groups
- Different useful tech: JIRA, Amplitude, Confluence, Asana, Stripe, Braintree a plus
Minimal Necessities
- 2 years of related enjoy
- 1+ years of enjoy in buyer enhance for a services or products that comes to a tool providing or platform
- 1+ years running with Zendesk or a identical ticketing platform
This position could also be eligible for fairness + complete advantages + 401k + versatile break day.
Please observe that Calm might leverage synthetic intelligence era within the utility assessment procedure.
We imagine that psychological well being is well being, and each and every particular person will have to be regarded as within the dialogue. That’s why we’re proud to be an equivalent alternative place of business, dedicated to offering equivalent employment alternatives to all candidates and staff without reference to race, colour, faith, nationwide foundation, age, intercourse, marital standing, ancestry, bodily or psychological incapacity, clinical situation, genetic knowledge, army or veteran standing, gender id or expression, sexual orientation, or another function secure by way of acceptable federal, state or native legislation.
Calm is deeply dedicated to variety, fairness and inclusion. We try to create a conscious and respectful atmosphere the place everybody can convey their unique self to paintings, and enjoy a tradition that is freed from harassment, racism, and discrimination.
