Customer Support Specialist at NutriSense

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

About the Role

We are hiring a 100% remote, friendly Customer Support Specialist to communicate with our members and help solve problems. The ideal candidate will have a friendly demeanor and 1-2 years of customer service or related experience with a strong desire to help others reach their full health potential. You will need to be tech-savvy. Access to a quiet work environment, an NFC-capable smartphone, and a computer with reliable internet access are required. If you are empathetic and enjoy working with people you should apply now! We are looking for someone who can work full-time.

What You'll Do:

  • Respond to member queries timely and accurately using Intercom and Zendesk to provide technical support by troubleshooting software and or hardware issues, educating members on products and services, and making changes to member accounts
  • Identify NutriSense member needs and help them to use specific in-app features
  • Constantly maintain and deliver professional satisfaction
  • Identify, address, and report malfunctions and incidences to the proper channels using quick and effective communication
  • Follow up on any technical issues to ensure that the members' problems were resolved
  • Report member feedback to the management and product teams
  • Monitor member complaints on social media and reach out to provide assistance
  • Complete administrative tasks such as database management by ensuring that member information is up to date
  • Collaborate with other NutriSense staff members to create innovative ways of developing products, policies, procedures, and company culture

Required experience, skills, and abilities

  • 1-2 years experience working in customer support or a similar CS role
  • Experience using customer support software (Zendesk, Intercom, e-mail, or other instant messaging services)
  • Excellent customer service and communication skills
  • Ability to handle and prioritize multiple tasks
  • Comfortable with smartphone apps and web-based applications
  • Attention to quality and detail
  • Experience using help desk software and remote support tools
  • Understanding of CRM systems, or previous experience in database management
  • Patience and empathy when handling tough cases
  • Access to a computer and reliable internet (>50mbps)
  • Full-time, flexible scheduling, evenings and weekends

*We would love it if you had any of the following!

  • Bilingual
  • Start-up and tech experience
  • Previous experience in, or passion for, health and wellness fields

Who You Are:

  • Owner and Leader: You take ownership of your projects and are driven to produce the highest quality of work. You meet deadlines and communicate roadblocks. You look for opportunities to add value and invest in the long-term.
  • Strategic problem-solver: You come up with creative ideas to solve complex problems. When faced with obstacles, you are resourceful. You work quickly, learn, and iterate. You prefer progress to perfection, and prioritize action over analysis.
  • Truth-seeker: You think independently. You love battle-testing ideas and listening to feedback. You're honest with yourself and willingly update your beliefs when you encounter new information.
  • Excellent communicator: You communicate openly, directly, and efficiently. You first work to understand by taking the time to listen and ask questions. You speak your opinions and offer constructive feedback. You're not afraid of difficult conversations.
  • Achiever: You value a job well done. You strive to perform at your best and encourage your teammates to do the same. You're committed to your peers and the company's success.

About NutriSense

NutriSense is a VC-backed tech-forward platform focused on improving metabolic health. We empower members to discover and reach their health potential by tracking key metabolic markers in real-time. We leverage powerful hardware (CGM), software, and a team of expert dietitians to enable lasting behavior change. We provide the tools and support our members' needs to make smarter food and lifestyle decisions.

Our Team
Our fully-remote, global team currently consists of founders of acquired companies, management consultants, former Amazon engineers, Olympic swimmers, JD/MBAs, MD/MBAs, former teachers, and more. Our company culture was built around a a tireless pursuit to be the best at what we do, disrupt the traditional healthcare system, and leverage science to help people achieve their health goals. We're entrepreneurial and focused: tackling problems head on without ego. We communicate with empathy. We speak directly, listen thoughtfully, and ask questions. We thrive with continuous feedback and celebrate successes.

As a start-up, the top benefit of working at NutriSense is the career growth opportunities. Because we are fully remote, you're welcome to work from wherever in the world that you want, as long as you're willing and able to work on the time-zone that aligns with your role. NutriSense offers unlimited paid-time off (with 1-week minimum) for all employees, and medical, dental, and vision insurance to all US-based full-time employees. Employees have the option to enroll in life insurance and 401k programs as well. Although we are still early stage, we are always seeking ways to invest in the long-term health, wellness, and continued education of our employees.

NutriSense has an organization-wide commitment to diversity, equity and inclusion. We strive to create a work environment where everyone has a sense of belonging. Individuals from historically underrepresented or underserved communities are strongly encouraged to apply. 

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