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Posted 21 days ago

As part of a team that acts as the primary point of contact between our company and our customers, the role of the Customer Support Specialist is truly vital. We're looking for an amazing person who can provide thoughtful, empathetic, and technically sound support and advice to our customers, whether they are just starting out, have encountered a problem, or just want to provide feedback. This role requires a mix of tech savvy, writing talent, communication skills, and the ability to easily convey technical information to a general audience.
  • Respond to customer queries in a timely and accurate way within our help desk software, Intercom
  • Identify customer needs and help customers use specific features
  • Facilitate customer success: Help customers achieve their goals
  • Contribute to written external and internal knowledge base content
  • Analyze and report product bugs and usability problems
  • Update our internal tools with information about technical issues and useful discussions with customers
  • Monitor customer feedback on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionality
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams

What we're looking for

  • Proven record of customer support expertise
  • Keen interest in helping people achieve success with lifestyle and diet goals
  • Tech savvy, with the ability to quickly understand and problem solve technical issues
  • Superbly patient and empathetic
  • Entrepreneurial spirit
  • Experienced and comfortable using a variety of apps, ranging from customer support platforms to team communications, performance, and project management tools. We use Intercom, Slack, Zoom, GSuite, Notion, Klaus, and Document360.
  • Excellent command of English, with impeccable writing skills
  • Ability to thrive in a small, globally distributed, remote company, that values fun and productive team communications
  • Flexible and capable of adapting to the needs of a fast-growing company
In addition, these qualities would be a plus:
  • Fluency in a language other than English, especially Spanish or French
  • Formal technical writing training and/or experience
  • An interest in nutrition in general, and Keto in particular
  • Advanced technical skills, such as web development, QA testing, or data analytics
Since we are a remote team, you’ll need to have:
  • Your own dedicated workspace
  • High-quality Internet access
  • A regular schedule that fits your situation but is flexible to cover gaps and to participate in team and company meetings in real-time. We’re headquartered in the U.S. west coast.

What we offer

  • Competitive pay
  • Health/dental/vision benefits
  • 401(k) (available in the US)
  • Generous paid time off and public holidays

We are open to filling this position on either a full-time or part-time basis. Candidates must be based and authorized to work in the U.S. or Canada.