Job Description

User Experience Athlete - Call Support

Ultrahuman is the world's most comprehensive self-quantification platform. Ultrahuman's products include the Ultrahuman Ring AIR, world's lightest sleep-tracking wearable, Ultrahuman M1, a continuous glucose monitoring platform, Blood Vision, a preventive blood testing platform with the pioneering UltraTrace technology and Ultrahuman Home, a revolutionary health device for your home. By collating a large set of biomarkers on an integrated platform, Ultrahuman is able to create 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 ensure that you represent our values, mission, and brand image accurately. You will be a core pillar of the Customer Support team, that can make or break us, at Ultrahuman. If you are a good listener, love solving problems, and have great attention to detail, embracing the night owl life (from 8.00 PM to 08.00 AM 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, 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 (Min of 1 year), particularly in managing international clients, is highly preferred.
• Must have: A background in sports (preferably an athlete), 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 softwares.
• 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.

Perks:

• Work remotely from the comfort of your home.
• Opportunity to be part of a mission-driven team revolutionizing health and fitness.
• A dynamic and inclusive work culture that fosters growth and learning.

If you're ready to be the voice of Ultrahuman, delivering excellence in every interaction, apply now to join our team!

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