Customer Success Specialist

We are seeking a Customer Support Specialist to drive and scale customer support at NutriSense.

We are hiring a friendly Customer Success Specialist to communicate with our members and help solve problems. The ideal candidate will have a friendly demeanor and 1-2 years of customer service or related experience with a strong desire to help people. You will need to be tech-savvy. Access to a quiet work environment, an NFC-capable smartphone, and a computer with reliable internet access is required. If you are empathetic and enjoy working with people you should apply now. We are looking for someone who can work full-time.

Responsibilities

- Respond to member queries in a timely and accurate way, via Intercom, Zendesk email or chat
- Analyze and report product malfunctions (for example, by testing different scenarios or viewing member accounts)
- Identify member needs and help members use specific features
- Maintain professional standards and deliver with the goal of member satisfaction
- Report technical issues to the engineering team
- Report member feedback to the management team
- Follow up with members to ensure their technical issues are resolved
- Monitor member complaints on social media and reach out to provide assistance
- Assist in training junior Customer Success Specialists
- Collaborate with other NutriSense team members

Qualifications

- Experience as a Customer Success Specialist or similar Customer Support role
- Excellent customer service and communication skills
- Ability to handle and prioritize multiple tasks
- Comfortable with smartphone apps and web-based applications
- Attention to quality and detail
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Patience when handling tough cases
- Bilingual a plus
- Start-up and tech experience preferred
- Full-time, flexible scheduling, evenings and weekends

NutriSense is a platform focused on improving metabolic health. We enable our users to find the perfect diet for their unique bodies by tracking key metabolic markers in real-time. We leverage powerful hardware (CGM), software, and a team of expert dietitians to enable lasting behavior change. We provide the tools and support our users need to make smarter food and lifestyle decisions.