Senior Customer Support Associate, ZOE

• A Level, Scottish Advanced Higher
• 2-3 years of experience including:
• 1-2 years of experience in a customer-facing role
• 1 year of experience in a management or supervising role
• Experience in a fast-paced working environment
• Experience in a research and/or startup environment (nice-to-have)
• Excellent interpersonal and active listening skills as well as clear communication with customers and reports
• Ability to establish and maintain positive relationships with customers and reports
• Motivated and energetic work ethic, with a strong capability to thrive under pressure
• Critical thinking and problem-solving skills
• Excellent organisation, prioritisation, and multi-tasking skills with strong attention to detail
• Quick learner and ability to adapt quickly
• Able to work both within a team and independently
• Empathy and compassion
• Ability to use CRM tools and systems
• Experience speaking with customers using online chat services
• Experience dealing with data privacy (nice-to-have)

• Support customers via the in-app chat service, emails and over the phone throughout the customer journey, particularly during the pre-sale and testing phases of the program
• Have a comprehensive understanding of the ZOE testing protocol and all tasks customers are to complete, such that you are able to answer any questions customers or team members may have
• Motivate and encourage customers across the customer journey to maximise customer satisfaction
• Resolve both routine and complex enquiries in a thorough and expeditious manner
• Address customer complaints in a compassionate and patient manner
• Guide the team in effective customer issues resolution and handle escalations
• Strive to achieve high customer satisfaction by going above and beyond
• Supervise customer support associates day-to-day tasks
• Continuously improve the customer support process using insight into the overall experience, tracking feedback, and providing such at team meetings
• Update and continuously improve training materials with frequent changes
• Potentially partake in hiring processes and scaling our team
• Be willing to have flexibility with work hours, such as late evening work and working weekends and holidays, to provide comprehensive coverage

• Free ZOE Kit (+1 for a family member or friend)
• Private Medical Insurance
• Paid time off available from day one
• 1x Life Event Day per year
• 2x Reset Days per year
• Social Budget
• WFH Budget (for items purchased after joining)
• Spill Mental Health Support
• Wellness Budget
• Growth & Development Budget
• Enhanced Parental Leave & Benefits
• ...and much more!

Total funding: $99.5m

ZOE is a science-first nutrition company shaking up everything we thought we knew about healthy eating. Behind the bold mission is a simple truth: the food we eat is often making us sick, and one-size-fits -all advice just isn't cutting it anymore. So, ZOE is flipping the script with the world's largest nutrition study and real, personalised insights based on users' bodies.