Customer Support Associate II (full-time)

We Are Redefining How People Approach Their Health

Combining scientific research and cutting-edge AI to unlock the power of science for every body, our vision is a world where everyone takes control over their health by understanding their unique biology. We are the team behind the COVID Symptom Study app with over 4.5+ million users and our expertise in engineering, data science, biology, and nutrition science has led to multiple break-through papers in leading scientific journals.
 
A remote-first, well-funded startup, we are backed by founders, investors, and entrepreneurs who have built multi-billion dollar technology companies. We are always looking for innovative thinkers and doers to join our team on a thrilling mission to tackle epic health problems that span the globe! Together, we can improve human health and touch millions of lives.
 
We value inclusivity, transparency, ownership, open-mindedness and diversity. We are passionate about the delivery of great results and learning in the open. We want our teams to have the freedom to make long-term, high-impact decisions and the wellbeing of our teammates and the people around us is a top priority.

About the Role
We are looking for a level II Customer Support Associate to help lead our rapidly growing team within a fast-paced environment. You will work directly with customers as well as manage a team of up to about 10 customer support associates.

You will be responsible for ensuring the success of the customers’ journey through our test and program by identifying customers’ questions, concerns and overall needs and providing helpful solutions to them in an accurate and efficient manner, maintaining high standards of customer service across all interactions.

This position is for an ambitious professional looking to grow their leadership skills. The right candidate is empathetic, passionate about people and improving lives, and is highly organized and analytical. Typical tasks outside of customer support shifts include training and supporting our customer support team, continuously improving processes, and maintaining key metrics.

FAQs
Can I work remotely full-time?
This role is fully remote within the UK #LI-Remote

What's it like to work at ZOE?
The ZOE team is diverse, dynamic and data-driven. We have an open and honest culture that delights in learning, thrives in collaborating and likes to have fun.

I completed an AfN-accredited degree — is this role a fit for me?
This role is specific to the pre-sale and testing stages of our ZOE program, and has a career pathway within our Customer Support Team. Our ZOE Coach role is a better fit for your skillset. We are not hiring for the ZOE Coach position at this time.


What you can expect from us

Aside from ensuring the industry-benchmark compensation package and providing you with all the hardware and software you need, we have worked hard for our list of benefits to be focused on things that matter to our team members most. 

- Remote-first - work from home, pop into our London/Boston offices, or work within the EU; you have flexibility to choose your own place of work and work flexibly
- Stock options -  we want everyone to be rewarded for contribution to our growth 
- Paid time-off - on top of any national / bank holidays, you get 28 days off (25 plus 1 life-event and 2 company-wide reset days) 
- Enhanced parental leave - adding on to the statutory offering, we know how important it is to be supportive at times that matter
- Private healthcare and life assurance - flexible options to choose what fits 
- Health and wellbeing - Employee Assistance Program, Cycle to Work and more 
- Pension - paying monthly and offering flexibility to top your pension up 
- Allocated social, WFH and Growth (L&D) budgets 
- Plenty of learning and social opportunities 

We continue to build a benefits package that invests in our team members’ long-term personal and professional growth and wellbeing, adding to this list as it evolves.

Equal opportunities
 
We believe that having a truly diverse team where everyone can be their authentic self is the key to our success and we are committed to improving the tech industry for the better. We are passionate about equal opportunities and encourage candidates from any underrepresented backgrounds to apply. We don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. When applying, please let us know of any accessibility requirements you may have for your interviews and we will do our best to accommodate.
 
While this position is advertised as full-time, we can be flexible on the specific arrangements and would be happy to discuss part-time, job-share or other flexible arrangements, if required.