About Mira
Mira is a San Francisco-based hormonal health company providing integrative care and hormonal testing for over 92,000 customers. In 2023, they were recognized by Inc. 5000 as America’s fastest-growing femtech company. We started our company to help women and individuals reach their parenthood dreams and make their fertility journey smoother.
Mira’s most important breakthrough was inventing the market’s only FDA-compliant at-home fertility monitor with quantitative technology. Since the beginning, they have been on a mission to develop data-driven hormonal health solutions to help women make confident health decisions during every stage of their lives—from the menstrual stage to menopause. Mira offers solutions to test, boost, and navigate fertility—starting from comprehensive hormone testing and supplements to fertility coaching and online courses.
We are committed to helping our customers achieve the highest possible success rates and outcomes; that is why our focus is on personalized care, the use of the most cutting-edge technology, and science-backed data.
About the position
We are seeking an individual to join our team in a Customer Support Representative role. In this capacity, you will be responsible for various customer support functions, including managing inquiries, providing timely responses via email, live chat, and phone, as well as addressing comments on our social media platforms. We require the candidate to be available during US time zone hours for a minimum of 4 hours per day.
Key Responsibilities:
Promptly respond to customer inquiries and provide efficient support to ensure customer satisfaction.
Maintain a positive and empathetic attitude in all customer interactions to build and maintain strong customer relationships.
Maintain a deep understanding of our products and services to accurately address customer questions and concerns.
Assist customers in navigating our products, services, and website to enhance their overall experience.
Collaborate with the team to continuously improve customer support processes and suggest enhancements to optimize customer satisfaction.
Handle complex customer issues and complaints, ensuring they are resolved in a professional and timely manner.
Proactively engage website visitors to enhance conversion rates.
Actively participate in live chat support for a minimum of 4 hours per day during US time.
Make outbound calls when required to assist customers.
Promptly categorize and escalate customer complaints within 2 hours of receipt.
Provide timely responses to social media comments, ensuring replies are made within 24 hours of the post.
Respond to direct messages on social media platforms within 2 hours.
Maintain a deep understanding of our products and services to accurately address customer questions and concerns.
Effectively address and escalate customer concerns through chat support channels.
Requirements
Proficiency in using Kustomer or similar customer service tool, with a strong emphasis on efficient issue resolution and customer interaction management.
Knowledge of consumer medical products, demonstrating the ability to provide accurate information and guidance regarding Mira’s product and services.
Availability to work within the US time zone to ensure real-time support and response to customer inquiries.
Proven dedication to promptly assisting customers by responding to chat requests within 15 seconds.
Native or fluent in written English, coupled with strong communication skills and an emphasis on clarity and professionalism in all interactions.
Previous Customer Support experience within the medical and healthcare industry, showing an understanding of industry-specific customer needs.
Proven ability to maintain a warm and positive tone during customer interactions, promoting a customer-centric approach and high customer satisfaction levels.
You have your own functioning computer and a very fast, reliable internet connection (minimum is 15 mbps) and a backup in case of internet connectivity issues while on a shift.
Details
The role is a remote position, with a 40-hour workweek.
What we offer
You will work with a dedicated, highly-engaged, international team of professionals who are passionate about helping couples and individuals start their families
We have a fast paced and collaborative work environment where we encourage open communication, ownership and independence
In addition to competitive salary we offer performance-based bonus system based on OKR
We provide professional development opportunities – training courses, workshops and seminars
Recruiting process
Step 1 ‘Screening call with HR’ – Step 2 ‘Assessment task’ – Step 3 ‘Interview with CS lead and Head of CX’
To apply for this job please visit euremotejobs.com.