Customer Care Agent

📋 Description

• Assist Cyclers and potential Cyclers through email on a variety of subjects, such as app functionality, subscriptions, devices and integrations, and shipping/logistics.

• Independently resolve complex user challenges, particularly those related to connected devices, app performance, and integrations—taking ownership of each case from initial contact to resolution.

• Oversee and prioritize multiple discussions, ensuring timely follow-ups and that no detail is overlooked.

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

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

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

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

• Identify patterns, recurring issues, and insights to enhance our product and internal workflows.

• Stay updated on our product, systems, policies, and ongoing initiatives.

⛳️ Requirements

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

• You consistently presume positive intentions in others.

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

• A proactive problem-solver who goes beyond merely answering questions, anticipating needs and moving issues toward resolution.

• Highly organized, with a strong capability to prioritize, track, 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 strong ownership of your responsibilities.

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

• Driven to grow in the role and develop deep expertise over time.

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

• Bonus: Proficiency in Portuguese is a plus, 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 empowers you to share ideas and take ownership of your work.

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

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