Customer Success Representative
Wellbeing tech startup - London & LA
Part-time | US-Based or USA time work hours | remote working | flexible hours
Who We Are:
Sensate’s mission is to bring stress resilience and wellbeing to people from all walks of life, using powerful methods and groundbreaking technology.
Based on decades of experience working with stress and trauma-related conditions, we’re bringing a vagus nerve toning system to the mass market that will empower consumers to improve a wide range of conditions including anxiety, insomnia and migraines.
How and Where We Work:
Bioself Technology is the company that creates the Sensate. Our team has a base in London and one in LA but we all work a significant portion of our time from home. Our manufacturing takes place in Bristol. Our app developers and customer services reps are home-based or abroad. About half of our team works part-time on personalized schedules in order to best support their work/life balance. The core team works closely to collaborate on high-priority items based on needs and agendas.
We’re a close-knit startup team and we’re all jointly responsible for the success of the business. We are also working to build a distributed-ownership company model (like a Teal organisation) so we’re not too into our titles and recognise we have different areas of expertise and responsibilities.
As a team we value diversity and we respect and honour each other’s differences. We uphold a shared set of core values. We communicate and try to help each other. We would rather have an honest conversation that might be a little uncomfortable early on, than cause issues or risks later, or contribute to a dishonest culture. We have a genuine ‘growth mindset’; we work here because we want to and we believe that a work environment should be a place for both professional and personal growth.
Who You Are (the right fit!):
You genuinely care about our customers and their needs. You are solutions-driven and pragmatic. You have a stellar work-ethic and pride in the high standard you hold for the quality of your own work. You share the passions for Sensate’s mission to provide groundbreaking technology solutions for the global stress epidemic. And, you’re excited about working with a team equally devoted to growing personally and professionally.
Our customers are lovely but some suffer from anxiety and serious health issues, which sometimes show up as frustration or anger when they message. You don’t take this personally and know that taking care of their stress is part of our mission.
Significant experience with customer support
Experience using Hubspot, Zendesk, Shopify or other similar systems
Successful past experience managing comments and queries on Facebook, Instagram, and Social Media
Familiarity with the Google Suite, Slack
Exceptional communication skills, fluency in English
Understanding of and ability to execute brand tone of voice and values
The ability to multitask, prioritize, and manage time effectively
WFH set-up: high-speed broadband, reliable and fast computer, good home working environment where you can work and focus
In addition to being aligned with our mission, passionate about the Sensate product, excited about the work described below, and a good fit for our team, the following characteristics and skills will drive the right candidate to success in this role:
Patient and empathetic (ready and willing to put yourself in the customer’s shoes and advocate for them when necessary)
A people person (you have excellent interpersonal and communication skills)
Collaborative, a natural problem-solver
Transparent and inclusive in your approach
Process-driven (you can adhere to existing process as well as add new where missing - we love your input and suggestions for improvements!)
Efficient (you love to organize and scout opportunities to increase efficiency)
Passionate about wellbeing and making a difference in the world
The job to be done:
You will be part of our team! This means that we’re all involved in the fast-paced evolution of an early-stage company on a great mission. You will be responsible for responding to customer inquiries efficiently and effectively on a number of platforms. It will be your job to ensure excellent customer service standards by managing and maintaining high customer satisfaction. You will build relationships with customers through open interactions and keep records of complaints, solutions, and alternative resolutions.
If this sounds like you, please send us a note and some relevant information about yourself to firstname.lastname@example.org so we can arrange a video call to meet you.
We look forward to hearing from you!
The BioSelf team