Customer Experience Specialist

Calm’s Customer Experience Department is looking for a CX Specialist to help our D2C members engage with our products through providing exceptional customer support, as well as contribute to documentation and process improvement projects. You’ll work closely with CX leadership to represent the voice of the customer and facilitate visibility between CX and our cross-functional partners, including Consumer Product and Marketing teams.

• Ensure each user’s support experience is of the highest possible quality through providing personalized, efficient, and empathetic replies
• Confidently answer escalated customer inquiries or route them to the agent best equipped to respond
• Be an expert of Calm’s operating platforms, features, and available documentation
• Identify patterns in bug reports and feature requests and escalate appropriately
• Own the tickets and tasks assigned to you, and thoughtfully prioritize them based on the evolving needs of the team
• Write internal and external knowledge base articles as well as canned responses to common inquiries both proactively and as assigned
• Assist with support agent on-boarding, training, and quality assurance
• Suggest guidelines and offer new best practice ideas for the support team

Who You Are:

The ideal Customer Experience Specialist for Calm loves making a difference through their work, brings a passion for meditation and mindfulness, and is always looking for ways to improve the user experience. They have previous experience providing customer support for a tech company and enjoy helping users of varying levels of tech-savviness engage with technology. They are someone who…

• Has exceptional written and verbal communication skills with a solutions oriented approach
• Is able to turn a negative into a positive through effort and consideration
• Works autonomously and takes responsibility for completing assigned work
• Volunteers for tasks rather than waiting for them to be assigned
• Cares about not just making sure the work is done, but that it’s done well; always seeking ways to do things better through asking for advice and feedback
• Willing to work on-call one weekend per month in order to assist our weekend agents and to respond to production issues

Nice-to-Haves: 

• Experience supporting a subscription-based service with in-app purchases
• 1-year working with Zendesk or a similar ticketing platform
• Other helpful tech: JIRA, Confluence, Asana, Stripe, Braintree and basic SQL queries a plus