What We Do
What You’ll Do
Calm’s Buyer Expertise Division is searching for an Affiliate CX Specialist to assist our members have interaction with our merchandise by means of offering distinctive buyer help, in addition to deal with escalated circumstances, contribute to documentation, and help with course of enchancment tasks. This workforce member can have a singular alternative to supply help throughout all of Calm’s product choices—together with our direct-to-consumer app and Calm Enterprise—and can rapidly be part of a wide range of queues together with escalations and bugs. This workforce member shall be anticipated to:
- Guarantee every consumer’s help expertise is of the very best doable high quality by means of offering well timed, customized, environment friendly, and empathetic replies
- Confidently reply escalated buyer inquiries or route them to the agent greatest outfitted to reply
- Develop a deep understanding of Calm’s working platforms, options, and out there documentation
- Determine patterns in bug studies and have requests and escalate appropriately
- Personal the tickets and duties assigned to you, and thoughtfully prioritize them primarily based on the evolving wants of the workforce
- Write inside and exterior data base articles in addition to canned responses to widespread inquiries each proactively and as assigned
- Act as a degree particular person for questions from different Calm groups relating to reported points
Who You Are
The perfect CXer for Calm loves making a distinction by means of their work, brings a ardour for meditation and mindfulness, and is at all times searching for methods to enhance the consumer expertise. They ideally have earlier expertise offering buyer help for a tech firm and revel in serving to customers of various ranges of tech-savviness have interaction with expertise. They’re somebody who…
- Has distinctive written and verbal communication expertise with a solutions-oriented strategy
- Is ready to flip a destructive buyer expertise right into a constructive by means of effort and consideration
- Works autonomously and takes accountability for finishing assigned work by means of efficient, data-driven prioritization
- Volunteers for duties after they see a necessity, reasonably than ready for them to be assigned
- Embodies a development mindset by in search of methods to do issues higher, and asking for recommendation and suggestions
- Demonstrates a proactive strategy to studying, exhibiting curiosity about new instruments, applied sciences, and Calm’s platform to higher help customers
- Sturdy downside fixing expertise, with the flexibility to assume creatively and logically to resolve buyer points
Good to Haves
- Expertise supporting a subscription-based service with in-app purchases, and/or a client-facing service
- Expertise troubleshooting product bugs or high quality points with clients and with growth groups
- Different useful tech: JIRA, Amplitude, Confluence, Asana, Stripe, Braintree a plus
Minimal Necessities
- 2 years of related expertise
- 1+ years of expertise in buyer help for a services or products that includes a software program providing or platform
- 1+ years working with Zendesk or an identical ticketing platform
This function can also be eligible for fairness + complete advantages + 401k + versatile break day.
Please be aware that Calm could leverage synthetic intelligence expertise within the utility evaluate course of.
We imagine that psychological well being is well being, and each particular person ought to be thought-about within the dialogue. That’s why we’re proud to be an equal alternative office, dedicated to offering equal employment alternatives to all candidates and workers no matter race, colour, faith, nationwide origin, age, intercourse, marital standing, ancestry, bodily or psychological incapacity, medical situation, genetic data, navy or veteran standing, gender identification or expression, sexual orientation, or some other attribute protected by relevant federal, state or native regulation.
Calm is deeply dedicated to range, fairness and inclusion. We attempt to create a aware and respectful setting the place everybody can deliver their genuine self to work, and expertise a tradition that is freed from harassment, racism, and discrimination.