Customer Care Agent

This is a fully remote position, open to applicants in New York.

📋 Description

• Assist Cyclers and potential Cyclers via email on a diverse array of subjects, such as app functionality, subscriptions, devices and integrations, as well as shipping and logistics.

• Independently resolve intricate user issues, especially those relating to connected devices, app performance, and integrations—taking ownership of each case from initial contact to resolution.

• Organize and prioritize several conversations, ensuring timely follow-ups and that no detail is overlooked.

• Utilize various tools and communication platforms (including Slack) to monitor updates, gather information, and collaborate on ongoing user cases.

• Communicate in a manner that is warm, clear, and efficient—striking a balance between empathy and precision.

• Adhere to established procedures while confidently adapting to unique situations and new challenges.

• Achieve individual and team performance targets, including volume, CSAT, and response times.

• Identify patterns, recurring issues, and insights to aid in enhancing our product and internal processes.

• Keep up-to-date with our product, systems, policies, and ongoing initiatives.

⛳️ Requirements

• You are both compassionate and highly effective—you know how to provide an excellent experience while remaining focused and efficient.

• You consistently approach others with positive intent.

• A proficient written communicator who can simplify complex or technical information into clear, actionable directions.

• A proactive problem-solver who not only responds to inquiries but anticipates needs and drives issues toward resolution.

• Highly organized, with a strong ability to prioritize, manage, and follow up on multiple conversations and moving elements simultaneously.

• Comfortable working across various tools and threads, maintaining context even as information changes.

• Technically adept—you enjoy troubleshooting apps, integrations, and wearable devices.

• Detail-oriented and dependable, with a strong sense of ownership over your work.

• Experienced in customer support, preferably in a fast-paced, high-quality environment (healthcare or insurance experience is a plus).

• Eager to advance in the role and develop deep expertise over time.

• Available to work from Sunday to Thursday, occasionally on holidays, fully remote.

• Bonus: Proficiency in Portuguese is advantageous, but not mandatory.

🏝️ Benefits

• Flexible work arrangement - you will be part of a team that values effective collaboration and transparent communication, regardless of work location.

• Professional development - you will work alongside industry-leading developers, fostering continuous growth and skill enhancement.

• Modern technology - you will utilize innovative technologies and tools within an environment that encourages you to share ideas and take ownership of your work.

• Impactful projects - you will engage in groundbreaking initiatives that redefine industry standards and create tangible value.

• Commitment to quality - you will join a dynamic and progressive organization that prioritizes profitable, long-term product development.