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

About Ultrahuman
Ultrahuman is the world's most comprehensive self-quantification platform. Ultrahuman’s products include the Ultrahuman Ring AIR, Ultrahuman M1, Blood Vision, and Ultrahuman Home. By collating a large set of biomarkers on an integrated platform, Ultrahuman creates 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 represent our values, mission, and brand image accurately. You will be a core pillar of the Customer Support team responsible for delivering high-quality service and customer care. If you are a good listener, love solving problems, and have great attention to detail, embracing the night owl life (from 8:00 AM to 11:00 PM IST) we would love to connect with you.

Key Responsibilities
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.

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 rest of the world.

Demonstrate excellent listening skills to understand user concerns and provide tailored solutions.

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.

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.

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.

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.

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.

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

Experience: Prior experience in call support (minimum 1 year), particularly in managing international clients, is highly preferred.

Good to have: A background in sports, health, fitness, and related areas.

Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate thoughts clearly and concisely.

Language Proficiency: Strong command of English, with an ability to understand and adapt to various regional accents.

Problem-Solving: Strong analytical skills to diagnose and resolve user concerns effectively.

Tech Savviness: Comfortable using CRM tools, payment gateway tools, workspace tools like Slack, call support systems, and other relevant software.

Availability: Must work night shifts to align with international time zones.

Adaptability: Ability to handle diverse user profiles and dynamically adjust communication styles.

Empathy: A user-first mindset with a commitment to delivering exceptional experiences.

Benefits

Work remotely from the comfort of your home.

Opportunity to be part of a mission-driven team revolutionising health and fitness.

A dynamic and inclusive work culture that fosters growth and learning.

#J-18808-Ljbffr