We are looking for a friendly and hardworking customer support associate to join our growing ZOE Support Team. 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.

The Role

    • 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 may have.
    • Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required.
    • Address customer complaints in a compassionate and patient manner.
    • Strive to achieve high customer satisfaction by going above and beyond.
    • Motivate and encourage customers across the customer journey to maximize customer satisfaction.
    • Identify any concerns by asking relevant questions and escalating to management/other teams where necessary.
    • Continuously improve the customer support process using insight into the overall experience, tracking feedback, and providing such at team meetings.
    • Be willing to have flexibility with work hours, such as late evening work and working weekends and holidays, to provide comprehensive coverage.

Education

    • High school diploma or GED

Key Skills

    • Excellent interpersonal and active listening skills as well as clear communication with customers
    • Ability to establish and maintain positive relationships with customers
    • Motivated and energetic work ethic, with a strong capability to thrive under pressure
    • Critical thinking and problem-solving skills
    • Excellent organization, prioritization, 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)
FAQs
Can I work remotely full-time?
This role is fully remote within the following states: CT, GA, IN, MA, NJ, NY, TX, and VA #LI-Remote
What would my schedule look like?
– Work hours are currently 10am-7pm EST with a 1-hour lunch break.
– Weekend work could include every weekend (potentially both days), with day(s) in lieu the previous or following week. Weekend work hours are 8am-5pm EST (with a 1-hour lunch break).
– Holiday work would be rotated across the team and you’ll get a day in lieu if a holiday is worked.
– We may also look into different shift patterns in the future (e.g. Tuesday – Saturday).
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 a nutrition or dietetics degree — is this role a fit for me?
This Customer Support Associate 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 Nutrition Coach role is a better fit for your skillset. We are not hiring for the Nutrition Coach position in the US at this time.
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.
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