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About the Role
This role owns the post-sale customer journey, focusing on relationship development, support, and problem-solving. You will collaborate with sales, operations, and marketing teams to ensure a best-in-class hearing health experience. We seek an energetic, self-starting individual who enjoys interacting with people and can help build our brand through exceptional customer experience.
Responsibilities
- Own the customer relationship through proactive, personalized phone-based support.
- Deliver multi-channel support via phone, email, and text with empathy and clarity.
- Troubleshoot and guide customers through hearing aid issues with step-by-step solutions.
- Drive retention by addressing concerns early and preventing avoidable returns.
- Develop deep knowledge of products and hearing health concepts.
- Advocate for the customer internally by capturing insights and collaborating with other teams.
Requirements
- Confident and personable on the phone, capable of handling nuanced conversations.
- Empathetic and patient, with the ability to de-escalate customer frustration.
- Strong problem-solver comfortable navigating ambiguity.
- Adaptable and resilient in a growing company with evolving processes.
- Comfortable learning new tools, products, and workflows.
- Thoughtful decision-maker balancing customer needs and business constraints.
- Dependable and punctual, taking ownership of follow-ups.
- Proactive self-starter who enjoys customer interaction via phone and email.
- Creative and innovative problem-solver.
- Understands the value of cross-functional collaboration.
- Consistently demonstrates strong communication skills.
Skills
- Customer Support
- Operations
- User Experience
- Relationship Building
- Problem Solving
- Communication
- Adaptability
- Decision Making
Location
- New York, NY
Work Type
- Hybrid
- Full-time
Experience Level
- Entry Level
Salary/Compensations
- $25 - $28/hour
Benefits
- Medical Insurance (Aetna)
- Dental Insurance (Aetna)
- Vision Insurance (Aetna)
- 401K
- Flexible PTO policy
- Commuter Benefits
- Additional Wellness Perks
- Parental Leave Policy