Job Description
Customer Support Associate
UK (REMOTE)
CUSTOMER SUPPORT
FULL-TIME WITH WEEKENDS
REMOTE
We Are Redefining How People Approach Their Health
ZOE is combining scientific research at a scale never before imagined and cutting-edge AI to improve the health of millions.
Created by the world’s top scientists, our personalised nutrition program is radically reimagining a fundamental human need – eating well for your own body. Currently available in the US, and available for pre-order in the UK, having generated a waitlist of over 300,000, ZOE is already helping tens of thousands of ZOE members adopt healthier habits and achieve their goals.
We are also the team behind the popular COVID Symptom Study, which played a critical role in the fight against COVID in the UK and has now expanded to become the ZOE Health Study (ZHS). ZHS uses the power of community science to conduct large-scale research from the comfort of contributors’ homes to understand health and prevent disease. Our collective work and expertise in biology, engineering, data science, and nutrition science has led to multiple breakthrough papers in leading scientific journals such as Nature Medicine, Science, The Lancet, and more.
A remote-first, well-funded startup, we are backed by founders, investors, and entrepreneurs who have built multi-billion dollar technology companies. We are always looking for innovative thinkers and doers to join our team on a thrilling mission to tackle epic health problems that span the globe. Together, we can improve human health and touch millions of lives.
We value inclusivity, transparency, ownership, open-mindedness and diversity. We are passionate about delivering great results and learning in the open. We want our teams to have the freedom to make long-term, high-impact decisions, and the well-being of our teammates and the people around us is a top priority.
We are looking for a friendly and hardworking customer support associate to join our growing ZOE Support Team. You will be responsible for ensuring the success of the customers’ journey through our test and program by identifying customers’ questions, concerns and overall needs and providing helpful solutions to them in an accurate and efficient manner, maintaining high standards of customer service across all interactions.
The Role
- Support customers via the in-app chat service, emails and over the phone throughout the customer journey, particularly during the pre-sale and testing phases of the program.
- Have a comprehensive understanding of the ZOE testing protocol and all tasks customers are to complete, such that you are able to answer any questions customers may have.
- Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required.
- Address customer complaints in a compassionate and patient manner.
- Strive to achieve high customer satisfaction by going above and beyond.
- Motivate and encourage customers across the customer journey to maximise customer satisfaction.
- Identify any concerns by asking relevant questions and escalating to management/other teams where necessary.
- Continuously improve the customer support process using insight into the overall experience, tracking feedback, and providing such at team meetings.
- Be willing to have flexibility with work hours, such as late evening work and working weekends and holidays, to provide comprehensive coverage.
Key Skills
- Excellent interpersonal and active listening skills as well as clear communication with customers
- Ability to establish and maintain positive relationships with customers
- Motivated and energetic work ethic, with a strong capability to thrive under pressure
- Critical thinking and problem-solving skills
- Excellent organisation, prioritisation, and multi-tasking skills with strong attention to detail
- Quick learner and ability to adapt quickly
- Able to work both within a team and independently
- Empathy and compassion
- Ability to use CRM tools and systems
- Experience speaking with customers using online chat services
- Experience dealing with data privacy (nice-to-have)
FAQs
Can I work remotely full-time?
- This role is fully remote within the UK #LI-Remote
What would my schedule look like?
- Work hours are currently 8am-5pm or 9am-6pm GMT with a 1-hour lunch break. Work hours could also occasionally be 10am-7pm GMT (with a 1-hour lunch break) on weekends to provide comprehensive coverage for our US customers.
- Weekend work could include every weekend (potentially both days), with day(s) in lieu the previous or following week.
- Holiday work would be rotated across the team and you’ll get a day in lieu if a holiday is worked.
- We may also look into different shift patterns in the future (e.g. Tuesday – Saturday).