We Are Redefining How People Approach Their Health
ZOE is combining scientific research at a scale never before imagined and cutting-edge AI to improve the health of millions.
Created by the world’s top scientists, our personalised nutrition program is radically reimagining a fundamental human need – eating well for your own body. Currently available in the US, and with a waitlist of more than 250,000 in the UK, ZOE is already helping tens of thousands of ZOE members adopt healthier habits and achieve their goals.
We are also the team behind the popular COVID Symptom Study, which played a critical role in the fight against COVID in the UK and has now expanded to become the ZOE Health Study (ZHS). ZHS uses the power of community science to conduct large-scale research from the comfort of contributors’ homes to understand health and prevent disease. Our collective work and expertise in biology, engineering, data science, and nutrition science has led to multiple breakthrough papers in leading scientific journals such as Nature Medicine, Science, The Lancet, and more.
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 delivering great results and learning in the open. We want our teams to have the freedom to make long-term, high-impact decisions, and the well-being of our teammates and the people around us is a top priority.
About the Role
We are looking for a level III Customer Support Associate to help lead our rapidly growing team within a fast-paced environment. You will manage a team of around 45 customer support associates, including at least 3 direct reports as baseline.
The right candidate is empathetic, passionate about people and improving lives, and is highly organized and analytical. Typical tasks include training and supporting our customer support team, continuously updating processes and implementing policies to improve provided service, and coordinating work to maintain key metrics.
ResponsibilitiesIdentify and establish processes to improve the team’s organization and efficacy, coordinating workflow to help meet target turnaround times and satisfaction ratings. Develop and implement policy and procedure changes to effectively meet customer requirements and complaints. Update and continuously improve training materials with frequent product & process changes. Help lead in hiring and onboarding processes to scale our team quickly. 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. Continuously improve the customer support process using insight into the overall experience. Guide the team in effective customer issues resolution and handle escalations. Resolve both routine and complex enquiries in a thorough and expeditious manner. Manage customer feedback and ensure is taken onboard for improved service provided. Regularly 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. Motivate and encourage customers across the customer journey to maximise customer satisfaction and support reports in doing the same. Address customer complaints in a compassionate and patient manner. Strive to achieve high customer satisfaction by going above and beyond. Be willing to have flexibility with work hours, such as late evening work and occasionally working weekends and holidays, to provide comprehensive coverage.
Education & RequirementsA Level, Scottish Advanced Higher 4-6 years of experience including: 2 years of experience in a customer-facing role 2 years of experience in a management or supervising role Experience in a fast-paced working environment Experience in a research environment (nice-to-have)
Key SkillsExcellent 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)
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.
Listed above is a snapshot of the experience, skills and attributes we think would come handy for the success in this role. Are you passionate about ZOE and this role but don't tick 100% of the boxes above? Please consider applying anyway. We are happy to up-skill where possible.
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.
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.