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Customer Service Representative

RemoteUnited States, California, Los AngelesCustomer Service

Job description

Who We Are

Sensate Inc. is a wellness technology company focused on helping our stressed population grow personal resilience to stress.

Sensate is a groundbreaking consumer product that taps directly into the primal part of the nervous system to relax you in the moment and improve your stress resilience over time.

Rooted in the functionality of the nervous system and drawing upon ancient traditions, Sensate combines cutting edge biological science with innovative technology to provide millions of people with accessible and easy to use tools to manage stress, anxiety and related conditions.

The Sensate device emits infrasonic waves that are synchronized and resonate with the specially composed hemispheric audio in the app. This novel technology is designed to gently soothe your nervous system from the first session.

At Sensate, we believe that helping as many people as possible out of the states of the stress response and into an empowered state of mind and body is the biggest single impact we can have on the world. Our route to massive impact is through commercial success; marrying modern purpose-driven leadership with high-adoption technology.

How and Where We Work

We’re a remote team with one hub around LA and one around London, UK. Since March 1, 2022, the parent company is the US entity with a UK subsidiary. Our app development team is a blend of in house and contractors who are home-based, in the UK or overseas. About half of our team works part-time on personalized schedules in order to best support their work/life balance. The core team works closely to collaborate on high-priority items based on needs and agendas.

The Team

We’re a close-knit startup team and we’re all jointly responsible for the success of the business. We are also working to build a distributed-ownership company model (like a Teal organization) so we’re not too into our titles and recognise we have different areas of expertise and responsibilities.

As a team we value diversity and we respect and honor each other’s differences. We uphold a shared set of core values. We communicate and try to help each other. We would rather have an honest conversation that might be a little uncomfortable early on, than cause issues or risks later, or contribute to a dishonest culture. We have a genuine ‘growth mindset’; we work here because we want to and we believe that a work environment should be a place for both professional and personal growth.


Can you help our growing team make a global impact?

As a high growth startup, we welcome individuals with customer service experience who also share our passion for health and wellbeing.

As a customer service representative, communication with customers in a professional and courteous manner at all times is our primary goal.

This is a fully remote position with a following work schedule UK based - 17:00 to 19:00 (+/- 1hr), US Based - EST 13:00 to 15:00 (+/- 1hr) PST 10:00 to 12:00 (+- 1hr)

We are looking to move quickly and need someone who is immediately available, as such we are offering this role on a contract basis.

Rate:

  • $12 per hour @ 40 hours/week

  • $13 per hour @ 30-39 hours/week

  • $14 per hour @ 20-29 hours/week

Core responsibilities

  • Prioritize and process customer inquiries and requests submitted within agreed timeframes

  • Investigate and resolve customer complaints quickly and patiently

  • Maintain thorough and accurate customer service records

  • Help customers and marketing process their orders if required

  • Process tasks timely and accurately

  • Use systems and technology to deliver great customer care

  • Offer technical assistance and troubleshooting advice if require

  • Liaise with Marketing, Product, Logistics teams, to troubleshoot issues. In turn, identify and share with these teams valuable customer feedback.






Job requirements

What We’re Looking For

In addition to being passionate about the Sensate product, excited about the work described, and a good fit for our team, the following experience and skills will drive the right candidate to success in this role:

  • Experience working in a customer service environment

  • Experience working and troubleshooting for a tech based company

  • Able to work in a fast-paced environment

  • Able to work as a team

  • Attentive to detail

  • Able to prioritize workload and to work to agreed deadlines

  • Listening skills

  • Articulate

  • Accurate Record-Keeping

  • Prior knowledge of the following software advantageous but not essential:

1. Shopify

2. Zendesk

3. Google office

4. Slack

  • Fluent in English - speaking and written

  • Foreign language advantageous but not essential

  • Ability to work autonomously


If this sounds like you, please send us a note and some relevant information about yourself.

We look forward to meeting you.


The Sensate team

Sensate is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.


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