Senior Customer Support Associate

1 week ago

Remote, United Kingdom ZOE Full time

We Are Redefining How People Approach Their Health


ZOE is combining scientific research at a scale never before imagined and cutting-edge AI to improve the health of millions.


Created by the world's top scientists, our personalised nutrition program is radically reimagining a fundamental human need - eating well for your own body.

Currently available in the US, and available for pre-order in the UK, having generated a waitlist of over 300,000, ZOE is already helping tens of thousands of ZOE members adopt healthier habits and achieve their goals.


We are also the team behind the popular COVID Symptom Study, which played a critical role in the fight against COVID in the UK and has now expanded to become the ZOE Health Study (ZHS).

ZHS uses the power of community science to conduct large-scale research from the comfort of contributors' homes to understand health and prevent disease.

Our collective work and expertise in biology, engineering, data science, and nutrition science has led to multiple breakthrough papers in leading scientific journals such as Nature Medicine, Science, The Lancet, and more.

A remote-first, well-funded startup, we are backed by founders, investors, and entrepreneurs who have built multi-billion dollar technology companies.

We are always looking for innovative thinkers and doers to join our team on a thrilling mission to tackle epic health problems that span the globe.

Together, we can improve human health and touch millions of lives.

We value inclusivity, transparency, ownership, open-mindedness and diversity. We are passionate about delivering great results and learning in the open.

We want our teams to have the freedom to make long-term, high-impact decisions, and the well-being of our teammates and the people around us is a top priority.


About the Role


We are looking for a Senior Customer Support Associate to help lead our rapidly growing team within a fast-paced environment.

You will work directly with customers as well as manage a team of up to about 15 customer support associates.


You will be responsible for ensuring the success of the customers' journey through our test and program by identifying customers' questions, concerns and overall needs and providing helpful solutions to them in an accurate and efficient manner, maintaining high standards of customer service across all interactions.


Responsibilities:

  • Have a comprehensive understanding of the ZOE testing protocol and all tasks customers are to complete, such that you are able to answer any questions customers or team members may have.
  • Motivate and encourage customers across the customer journey to maximise customer satisfaction.
  • Resolve both routine and complex enquiries in a thorough and expeditious manner.
  • Address customer complaints in a compassionate and patient manner.
  • Guide the team in effective customer issues resolution and handle escalations.
  • Strive to achieve high customer satisfaction by going above and beyond.
  • Supervise customer support associates daytoday tasks.
  • Continuously improve the customer support process using insight into the overall experience, tracking feedback, and providing such at team meetings.
  • Update and continuously improve training materials with frequent changes.
  • Potentially partake in hiring processes and scaling our team.
  • Be willing to have flexibility with work hours, such as late evening work and working weekends and holidays, to provide comprehensive coverage.

Education & Requirements:

  • A Level, Scottish Advanced Higher
  • 23 years of experience including:
  • 1-2 years of experience in a customer-facing role
  • 1 year of experience in a management or supervising role
  • Experience in a fastpaced working environment
  • Experience in a research and/or startup environment (nicetohave)

Key Skills:

  • Excellent interpersonal and active listening skills as well as clear communication with customers and reports
  • Ability to establish and maintain positive relationships with customers and reports
  • Motivated and energetic work ethic, with a strong capability to thrive under pressure
  • Critical thinking and problemsolving skills
  • Excellent organisation, prioritisation, and multitasking skills with strong attention to detail
  • Quick learner and ability to adapt quickly
  • Able to work both within a team and independently
  • Empathy and compassion
  • Ability to use CRM tools and systems
  • Experience speaking with customers using online chat services
  • Experience dealing with data privacy (nicetohave)

FAQs

Can I work remotely full-time?
This role is fully remote within the UK #LI-Remote

What's it like to work at ZOE?
The ZOE team is diverse, dynamic and data-driven. We have an open and honest culture that delights in learning, thrives in collaborating and likes to have fun.

I completed an AfN-accredited degree — is this role a fit for me?
This role is specific to the pre-sale and testing stages of our ZOE p

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