User Experience Athlete – Call Support, Night Shift

• Manage and resolve a large volume of inbound calls professionally and efficiently.
• Ensure adherence to response time SLAs and maintain a high standard of service quality.

• Communicate clearly and effectively with users, adapting to various accents and communication styles typical of users from the US, UK, EU, UAE and rest of the world.
• Demonstrate excellent listening skills to understand user concerns and provide tailored solutions.

• Provide accurate information and resolutions for user queries regarding Ultrahuman products and services.
• Identify patterns in user issues and escalate complex problems to the appropriate teams.

• Send outbound emails to provide updates or confirm resolutions for users, ensuring clear and concise communication.
• Keep users informed about the status of their queries, building trust and rapport.
• Ensure tickets are raised correctly, monitored to closure.

• Quickly adapt to the needs of users from different regions, adjusting your communication approach to align with cultural and linguistic nuances.
• Stay updated on product knowledge, new features, and updates to provide informed help and support.

• Approach each interaction with empathy and patience, ensuring users feel valued and understood.
• Handle challenging conversations with professionalism and maintain composure under pressure.

• Accurately document user interactions, key issues, and resolutions in the system for future reference.
• Provide detailed feedback to internal teams to aid in improving processes and user experience.

• Work closely with cross-functional teams, including technical support, product, operations and engineering teams, to resolve user issues effectively.
• Share insights and collaborate with teammates to continuously improve service delivery.

• Experience: Prior experience in call support (Min of 1 year) , particularly in managing international clients, is highly preferred.
• Must have: A background in sports (preferably an athlete), health, fitness, and related areas.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate thoughts clearly and concisely.
• Language Proficiency: Strong command of English, with an ability to understand and adapt to various regional accents.
• Problem-Solving: Strong analytical skills to diagnose and resolve user concerns effectively.
• Tech Savviness: Comfortable using CRM tools, payment gateway tools, workspace tools like slack, call support systems, and other relevant softwares.
• Availability: Must work night shifts to align with international time zones.
• Adaptability: Ability to handle diverse user profiles and dynamically adjust communication styles.
• Empathy: A user-first mindset with a commitment to delivering exceptional experiences.

• Work remotely from the comfort of your home.
• Opportunity to be part of a mission-driven team revolutionising health and fitness.
• A dynamic and inclusive work culture that fosters growth and learning.

• We like the quirky, geeky, and experimental sides of people. Include three random things about you in your intro. Let us know about your personality, unconventionally!

• What excites you about being the voice of Ultrahuman? How do you see yourself making an impact by supporting our global user base through call support? Share how your skills and passion align with the demands of this role.

• In your opinion, what’s the distinguishing factor between good and great customer experience?

• Imagine you are on a call with a user from the US who is frustrated because their Ultrahuman ring's battery isn't lasting more than 24 hours. Record yourself role-playing how you would handle this situation.
• Walk us through the process of how you would address their concern, empathize with their frustration, build rapport with the user, provide a potential resolution, and outline any next steps you would take (e.g., sending an email update or escalating to technical support). Ensure your tone is professional, empathetic, and solution-oriented and most importantly friendly.

• We want to see how you think on your feet and adapt to real-life scenarios. This assignment will help us evaluate:
• Your communication skills, including clarity and adaptability to different accents.
• Your problem-solving approach and ability to de-escalate challenging situations.
• Your ability to convey empathy and build trust over the phone.

Originally posted on Himalayas