Customer Success Agent (Remote)

The Role

You will help create a world in which people can age without limits by helping our customers get the most from their YourStride Watch.

You will be the first port of call for prospective and existing customers, ensuring they are delighted with the product and the service. You will be talking to them mainly over the phone, learning about their lives and supporting them through any technical queries they might have. By being the trusted voice of the company you will empower every older person to be more independent and give their families peace of mind.

You will have an impact from day one and help shape the future of what it means to grow old.

A typical day might involve;

• Proactively checking in with customers to teach them how to get the most from their watch
• Taking new orders over the phone and ensuring we have the necessary details to provide a safe and secure service for them.
• Troubleshooting a complex technical query with a customer
• Answering questions from people interested in trying the service
• Working with the rest of the customer success team to continually improve
• Collaborating with our partners to ensure a smooth and effective service
• Daily meetings with the team to discuss progress and improvements to our work

We work with an omnichannel approach so although our work is primarily phone based we also use email and chat to deliver our best-in-class customer experience.

We are seeking a hands-on, passionate customer success agent to provide the high level of service our customers have come to expect. Working with vulnerable and older people means it is challenging but rewarding work.

The Company

YourStride is changing the lives of thousands of people all over the country helping them to age without limits. We do this with a discreet smartwatch that enables the wearer to get help from a 24/7 monitoring team at the touch of a button, wherever they are in the country. We help people to keep their freedom so they can be more sociable, climb mountains or go anywhere! By being on hand we currently save a life every 24 hours.

Older people hate how traditional red button alarms make them feel. They are stigmatising and their limited range makes people feel trapped in their homes. There are 2 million people using these systems in the UK. They have suffered the consequences of a lack of innovation in the market since the mid-eighties and we are here to change things up!

What we are looking for

• Passionate about solving older people’s problems
• Loves building relationships with customers over the phone
• Empathetic, a good listener and problem-solver
• Adaptable, flexible and excited to improve themselves
• Able to provide a professional, efficient and clear approach to the customer with outstanding communication skills
• Self-motivated and able to work under pressure
• An understanding of technology and ability to explain it in a simple way

Requirements

• Eligible to work in the UK
• Hours of 9am - 6pm, Monday-Friday
• To work from home in the UK in a safe, private and distraction free environment
• A solid internet connection (download speed - 10mbps; upload speed - 3 mbps).

What we Offer

• Competitive salary
• Fully remote position
• Pension plan
• MacBook Air
• 28 days holiday a year
• Small close-knit team

The Process

• Simple profile matching from us - assessing your application against the role
• A 10 minute written exercise to test your communication skills
• A short phone call where we can both find out a bit more about each other
• An hour long in person or video call interview with the founders

This process should take around two to four weeks, depending on diaries.

We’re proud to be an equal opportunity employer and we value diversity. We don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Job Type: Full-time

Salary: £21,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Day shift
• Monday to Friday

Work authorisation:

• United Kingdom (required)

Work Location: Remote

Expected start date: 11/04/2023