Customer Support Specialist (Mobile App)

MacroFactor; North Carolina; Remote; USD 50,000 - 60,000; Full time

Job summary

A leading health technology company is seeking a Product & Support Specialist to provide premium support for their software products. This remote role requires expertise in nutrition, physiology, and data privacy regulations. Key responsibilities include user support, documentation of processes, and optimizing support tools. Candidates in North Carolina are preferred. Competitive salary and benefits offered.

Benefits

401k with match

100% company-paid health insurance

25 PTO and 10 sick days per year

Qualifications

• Strong understanding of data privacy regulations and ability to handle sensitive user information.
• Experience with customer support tools and providing high-quality answers.
• Familiarity with macro tracking and scientific nutrition coaching.

Responsibilities

• Become an expert in our software products and the company ethos.
• Provide high quality answers to tickets submitted by users.
• Optimize the support process by contributing to AI Chat Bot.

Skills

Expertise in software products

Knowledge of nutrition & physiology

Understanding of data privacy regulations

Customer support experience

Tools

Gleap

Job description

MacroFactor brings together the best of science and technology to help users lose weight, gain muscle, and maintain results. When you join us as a Product & Support Specialist, you will begin by learning about our flagship product, a macro tracker that adapts to the users’ metabolism and offers scientific nutrition coaching to 400,000 users. We plan to expand our portfolio of health promoting products beyond MacroFactor by bringing a new app to the fitness market within the next few months. In this role, you will champion the end user support for our software products, optimize the support ecosystem, and uphold the highest standard for end-user privacy.

Base Salary • $50,000 - $60,000/yr

Guideline 401k • 100% match on 6% of contribution, eligible after 3mo of employment

BCBS Platinum Health Insurance • company pays 100% of your premium

Time Off and Sick Days • 25 PTO and 10 sick days per year

Location • remote role with the option to join the occasional company event

The candidate must be a resident of and be eligible to work in the US. Candidates in North Carolina are preferred.

The mission

To delight app users with a privacy-first, premium support experience and drive user understanding of how our products can help them with challenges they face along their fitness journey.

What you will do

Subject Matter Expertise:

• Become an expert in our software products and the company ethos.
• Gain expertise on nutrition & physiology topics covered on our website and knowledge base.
• Strong understanding of data privacy regulations (e.g., GDPR, CCPA, APPI, etc) and ability to handle sensitive user information in compliance with applicable laws and company policies.

Support Core:

• Provide high quality answers to tickets users submit to Gleap, our support tool, and find opportunities to drive user technical education through these exchanges.
• Classify & handle escalated user inquiries by researching past answers from developers. Identify new bugs to forward to the development queue, keeping track of their impact on the support volume to flag highest impact issues.
• Coordinate with other support personnel to solve user challenges.
• Engage with the MacroFactor communities on Reddit & Facebook

Ecosystem Growth & Optimization:

• Optimize the support process by contributing high quality question-answer pairs to our AI Chat Bot.
• Be in the know on the upcoming app releases and prepare knowledge base articles to increase new feature adoption and reception. Update existing knowledge base articles to keep current with changes introduced in new releases.
• Document internal support processes.

Privacy Focus:

• Help ensure our compliance with GDPR and applicable data protection laws by addressing general privacy related requests and identifying issues to escalate.
• Protect user’s data and hold yourself to the highest standard for safeguarding the user’s privacy during their support session.