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Customer Service
User Experience Athlete - Call Support
@Ultrahuman
[Hiring] User Experience Athlete - Call Support @Ultrahuman
Feb 22, 2025 - Ultrahuman is hiring a remote User Experience Athlete - Call Support. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
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!
- 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.
- 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.
- 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.
- 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.
- 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.
- Approach each interaction with empathy and patience, ensuring users feel valued and understood.
- Handle challenging conversations with professionalism and maintain composure under pressure.
- 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.
- 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.
Qualifications
- Prior experience in call support (Min of 1 year), particularly in managing international clients, is highly preferred.
- A background in sports (preferably an athlete), health, fitness, and related areas.
- Exceptional verbal and written communication skills, with the ability to articulate thoughts clearly and concisely.
- Strong command of English, with an ability to understand and adapt to various regional accents.
- Strong analytical skills to diagnose and resolve user concerns effectively.
- Comfortable using CRM tools, payment gateway tools, workspace tools like slack, call support systems, and other relevant software.
- Must work night shifts to align with international time zones.
- Ability to handle diverse user profiles and dynamically adjust communication styles.
- 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.
To Apply
Send across a Loom Video answering the following questions to careers@ultrahuman.com with the subject line as: Applying for Call support (Night shift)
- Introduce Yourself: We like the quirky, geeky, and experimental sides of people. Include three random things about you in your intro. Let us know about your personality, unconventionally!
- Why Ultrahuman and Call Support? What excites you about being the voice of Ultrahuman? How do you see yourself making an impact by supporting our global user base through call support? Share how your skills and passion align with the demands of this role.
- Customer Experience: In your opinion, what’s the distinguishing factor between good and great customer experience?
- Situational Question: Imagine you are on a call with a user from the US who is frustrated because their Ultrahuman ring's battery isn't lasting more than 24 hours. Record yourself role-playing how you would handle this situation. Walk us through the process of how you would address their concern, empathize with their frustration, build rapport with the user, provide a potential resolution, and outline any next steps you would take (e.g., sending an email update or escalating to technical support). Ensure your tone is professional, empathetic, and solution-oriented and most importantly friendly.
Excited to join our team? Submit your Loom video and let’s hear what you’ve got!
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Feb 22, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
