User Experience Athlete – Call Support, Night Shift (Remote)

Ultrahuman; San Francisco (CA); Remote; USD 40,000 - 80,000; Full time

Job summary

Join a mission-driven team at an innovative health tech company as a User Experience Athlete in Call Support. This role is pivotal in ensuring customer satisfaction and involves managing inbound calls, troubleshooting user issues, and providing exceptional service. If you thrive in a dynamic environment, have a passion for health and fitness, and enjoy solving problems, this opportunity is perfect for you. Embrace the night owl life while making a significant impact on our global user base. Your contributions will help revolutionize health and fitness, making every interaction count.

Benefits

Work remotely from home

Mission-driven team

Dynamic and inclusive work culture

Qualifications

• Minimum 1 year of call support experience, especially with international clients.
• Strong command of English and ability to adapt to various accents.

Responsibilities

• Manage high volumes of inbound calls while ensuring service quality.
• Communicate effectively with users and provide tailored solutions.

Skills

Communication Skills

Problem-Solving

Empathy

Adaptability

Tech Savviness

Education

Background in Sports or Health

Tools

CRM Tools

Payment Gateway Tools

Slack

Job description

About Ultrahuman:
Ultrahuman is the world's most comprehensive self-quantification platform. Ultrahuman’s products include the Ultrahuman Ring AIR, the world’s lightest sleep-tracking wearable, Ultrahuman M1, a continuous glucose monitoring platform, Blood Vision, a preventive blood testing platform with the pioneering UltraTrace technology, and Ultrahuman Home, a revolutionary health device for your home. By collating a large set of biomarkers on an integrated platform, Ultrahuman is able to create a grand unified view of the human body.

About the Role:
As a User Experience Athlete - Call Support, you will be at the heart of our ecosystem, closely working with all stakeholders to drive our success. You will ensure that you represent our values, mission, and brand image accurately. You will be a core pillar of the Customer Support team, that can make or break us, at Ultrahuman. If you are a good listener, love solving problems, and have great attention to detail, embracing the night owl life (from 8.00 PM to 08.00 AM IST), we would love to connect with you!

Key Responsibilities:

1. Handle High Volumes of Calls:
   Manage and resolve a large volume of inbound calls professionally and efficiently. Ensure adherence to response time SLAs and maintain a high standard of service quality.
2. User Communication:
   Communicate clearly and effectively with users, adapting to various accents and communication styles typical of users from the US, UK, EU, UAE, and the rest of the world. Demonstrate excellent listening skills to understand user concerns and provide tailored solutions.
3. Troubleshooting and Problem Solving:
   Provide accurate information and resolutions for user queries regarding Ultrahuman products and services. Identify patterns in user issues and escalate complex problems to the appropriate teams.
4. Proactive Follow-Ups:
   Send outbound emails to provide updates or confirm resolutions for users, ensuring clear and concise communication. Keep users informed about the status of their queries, building trust and rapport. Ensure tickets are raised correctly and monitored to closure.
5. Adaptability:
   Quickly adapt to the needs of users from different regions, adjusting your communication approach to align with cultural and linguistic nuances. Stay updated on product knowledge, new features, and updates to provide informed help and support.
6. Customer Empathy and Patience:
   Approach each interaction with empathy and patience, ensuring users feel valued and understood. Handle challenging conversations with professionalism and maintain composure under pressure.
7. Documentation and Reporting:
   Accurately document user interactions, key issues, and resolutions in the system for future reference. Provide detailed feedback to internal teams to aid in improving processes and user experience.
8. Team Collaboration:
   Work closely with cross-functional teams, including technical support, product, operations, and engineering teams, to resolve user issues effectively. Share insights and collaborate with teammates to continuously improve service delivery.

Requirements:

1. Experience: Prior experience in call support (minimum of 1 year), particularly in managing international clients, is highly preferred.
2. Must have: A background in sports (preferably an athlete), health, fitness, and related areas.
3. Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate thoughts clearly and concisely.
4. Language Proficiency: Strong command of English, with an ability to understand and adapt to various regional accents.
5. Problem-Solving: Strong analytical skills to diagnose and resolve user concerns effectively.
6. Tech Savviness: Comfortable using CRM tools, payment gateway tools, workspace tools like Slack, call support systems, and other relevant software.
7. Availability: Must work night shifts to align with international time zones.
8. Adaptability: Ability to handle diverse user profiles and dynamically adjust communication styles.
9. Empathy: A user-first mindset with a commitment to delivering exceptional experiences.

Perks:

1. Work remotely from the comfort of your home.
2. Opportunity to be part of a mission-driven team revolutionizing health and fitness.
3. A dynamic and inclusive work culture that fosters growth and learning.

If you’re ready to be the voice of Ultrahuman, delivering excellence in every interaction, apply now to join our team!

To Apply:

Send across a Loom Video answering the following questions to [e-mail] with the subject line as: Applying for Call Support (Night Shift)

Introduce Yourself:
We like the quirky, geeky, and experimental sides of people. Include three random things about you in your intro. Let us know about your personality, unconventionally!

Why Ultrahuman and Call Support?
What excites you about being the voice of Ultrahuman? How do you see yourself making an impact by supporting our global user base through call support? Share how your skills and passion align with the demands of this role.

Customer Experience:
In your opinion, what’s the distinguishing factor between good and great customer experience?

Situational Question:
Imagine you are on a call with a user from the US who is frustrated because their Ultrahuman ring's battery isn't lasting more than 24 hours. Record yourself role-playing how you would handle this situation. Walk us through the process of how you would address their concern, empathize with their frustration, build rapport with the user, provide a potential resolution, and outline any next steps you would take (e.g., sending an email update or escalating to technical support). Ensure your tone is professional, empathetic, solution-oriented, and most importantly friendly.

Assignment Objective:
We want to see how you think on your feet and adapt to real-life scenarios. This assignment will help us evaluate:

1. Your communication skills, including clarity and adaptability to different accents.
2. Your problem-solving approach and ability to de-escalate challenging situations.
3. Your ability to convey empathy and build trust over the phone.

Excited to join our team? Submit your Loom video and let’s hear what you’ve got!