Customer Support Representative
About Big Sky Health
Big Sky Health—creator of the world’s most popular fasting app Zero—is passionate about helping people live healthier, longer lives. Our digital experiences provide information, motivation, and accountability on your path toward wellness. We’re a small, mission-driven, Series A startup with an incredible team of scientific experts and investors. We are looking for thoughtful collaborators and strategic self-starters who are driven and care deeply to positively make an impact on the health and well-being of millions of people.
Big Sky Health is 100% remote, with team members working from their favorite desks in Los Angeles, Toronto, Lisbon, Nairobi, and yes, Big Sky, Montana. We offer competitive salary and benefits, unlimited time off, and a stipend for making your work space work for you. We’re comfortable with and enthusiastic about working across time zones and hiring globally. While maintaining the flexibility to work from anywhere, we require all to have some overlapping hours with Mountain Time working hours.
About the role
Customer experience is a core focus of our company. The Customer Support Representative will help extend this ethos by providing radically convenient, precise, and calm support to our community members. This individual will also serve as a voice for our community—helping our team employ a user-centric design approach to product development.
In this role, you will:
- Respond to support requests from Zendesk and app reviews
- Document, replicate, troubleshoot, and escalate product bugs
- Contribute to developing best practices for improving our support processes and for documenting product feedback and enhancements
- Leverage customer interactions to informactionable product roadmap insights
What we’re looking for:
- 3+ years experience working directly with customers in a support role
- Expert ability to communicate complex information to both lay and subject-matter experts in written form
- A natural ability to empathize with others, and handle difficult situations with tact and composure
- A strong knowledge of customer service software and product development tools, including: ZenDesk, G-Suite, Slack, JIRA, Monday, Amplitude, RevenueCat, and Notion
- Experience evaluating and implementing new tools and making recommendations for process enhancements to maintain an optimal support infrastructure
- Experience working with KPIs and measuring support-related activities
- Strong ability to synthesize disparate data into broad themes and to present your findings
- Transparent about what you don’t know, able to adapt quickly to change, and open to feedback in order to continuously grow and improve
- Fluent in English and ideally proficient in another major language such as Spanish
In this role, we value exceptional writing skills — We would like to see your cover letter in addition to your resume. In your cover letter, please tell us:
- Why you enjoy customer support? - What it means to provide exceptional customer experience?
We’ve got big dreams, a wonderful team, strong traction and an exciting roadmap. We encourage applicants from all backgrounds and identities. Bringing on new talent is an opportunity for us to enrich our company culture with brand new perspectives. Join us!
