Description
● Work and collaborate with a talented team of professionals across different geographies to create an exceptional, unique, and positive customer experience. You will foster this by communicating directly with customers to resolve day-to-day inquiries and issues through email, chat, and phone calls
● Organize and structure a team in a way that meets daily need for customer interactions while providing opportunity to develop internal processes and solutions. Project plan to guide team members towards developing strategies for translating complex technical details/instructions to each customers’ level to ensure a solution
● Develop OKRs for team members to guide and inform their day-to-day tasks and enable their professional development within the organization.
● Delegate resources and team focus based on the current bugs and technical difficulties being encountered by users, recognizing the immediate priority of each issue and the bandwidth of the team
● Provide a closed loop feedback communication channel with product team through identifying and reporting trends in key difficulties that users are experiencing
● Analyze and interpret user data trends and compare with user feedback to identify user errors and product malfunctions and create actionable solutions
● Investigate, troubleshoot, and diagnose to resolve hardware and software technical issues
● Collaborate with team leads across multiple departments, in different geographic time zones to ensure that teams work cross functionally towards a common goal
● Work with a passionate, fun, and supportive group of Oura advocates who are invested in the success of our customers and our team
● Be an expert on all things Oura
Requirements
● 3+ years experience in troubleshooting, customer experience, or similar experience
● Experience working with iOS and Android applications and/or consumer hardware products
● Strong Analytical Skills: you have a knack for understanding and interpreting graphs and data sets to identify variations and trends across a wide variety of information
● Customer-Focused: you have a relentless desire to drive customer-centricity throughout a company. You are naturally empathetic and always aim to gain the trust of the customer.
● Strong Communicator: you have exceptional verbal, presentation, and written communication skills and are able to clearly and concisely relay the sentiment of your team to various stakeholders. You should excel at distilling complex issues into digestible bites of information
● Problem Solver: you are the type of person who enjoys the challenge of solving issues in a creative way.
● Strong Multi-tasker: you should feel comfortable in an environment with competing priorities. You have the ability to deal with high-pressure situations with poise, diplomacy, and tact.
● Passion for continuous improvement – from communications to systems, you should be someone who is invested in helping the company be the best it can be while aiming to make the customer’s life easier.
● Collaborator: you have a desire to work with multifunctional teams across several geographies and enjoy learning and sharing new insights and best practices.
● Strong quantitative and analytical skills
● Familiarity with Zendesk, Asana, and Jira
● Fluent in English
● Bachelor’s Degree
Benefits
● Competitive salary
● Health, dental, and vision insurance
● Wellness benefits
● Beautiful workspace in San Francisco