Customer Support Representative

ABOUT ELO 

Elo is on a mission to transform food from the leading cause of disease to medicine by pioneering a new category of Smart Nutrition products that are personalized, precise, and proactive. Leveraging easy and convenient at-home blood testing, activity metrics from wearables, and cutting-edge AI trained on over 3,000 scientific studies, Elo analyzes your health data to create personalized daily supplements, protein powder, and vitamin gummies—with exactly the right nutrients at the right doses—optimized for your unique needs and goals, delivered right to your door each month. Elo was founded in 2020 by veteran health and technology executives Ari Tulla (Nokia, Better Doctor), Tapio Tolvanen (Nokia, Better Doctor), and Miklu Silvanto (Apple, Bang & Olufsen), and backed by pro athletes and Silicon Valley luminaries.

Elo has also recently joined forces to create Luminary Vitamins. Luminary Vitamins nutrient gummies offers a separate line of supplements focused on each step of the reproductive journey. Designed by fertility doctors, these nutrient gummies include four stage-specific products: Create (preconception), Form (early stages of pregnancy), Flourish (later stages of pregnancy), and Nurture (immediate postpartum needs). As a Customer Support Representative, you will provide support for both Elo and Luminary Vitamins, ensuring a seamless experience for all our customers.

ABOUT THE ROLE 

Our Customer Support Representatives balance technology, problem solving and empathy to provide great experiences to our customers. Our ideal candidate thrives in a fast-paced team environment, loves making connections, and is great with proactive problem solving and email interactions with customers. They are detail-oriented and incredibly organized, which allows for seamless follow-up and follow-through both internally and externally. They understand the importance of proactive outreach, timely resolutions, and are excited to join a growing start-up.

HOW YOU’LL HAVE IMPACT 

• Provide front line customer support by handling general and technical inquiries via email, live chat, and in-app messaging with the primary focus being retention and upsell 
• Troubleshoot product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution 
• Assist with customer communications by bridging the gap between our internal teams and our customers 
• Recreate and report bugs and communicate updates to the customer
• Educate customers with product and service information 
• Maintain financial accounts by processing membership adjustments, refunds, discounts, etc
• Collect and analyze customer feedback to identify areas for improvement and opportunities for new product development
• Track orders and perform quality assurance to ensure timely delivery and customer satisfaction
• Support outreach objectives, special projects, and other duties as assigned

Requirements

WHAT YOU’LL BRING 

• High school diploma + 3 years in a customer service job or a BA degree
• Customer-first focus with an approachable, helpful personality 
• Familiarity with the following software: Zendesk, Stripe, G Suite, Slack, Jira 
• Ability to work on a diverse team or with a diverse range of people 
• Collaborative, empathetic, patient, and a positive attitude 
• Attention to detail and ability to document and track daily activities 
• Ability to type at least 50 words per minute with 90% accuracy 
• Ability to meet and handle at least 25+ inbound live chats and 50+ emails daily
• Flexibility in work schedule, which includes ability to work weekends and holidays
• Flexible approach, able to operate effectively with uncertainty and change
• Enthusiastic "can do" attitude 
• Relationship building and maintenance 
• Problem solving and conflict resolution

ADDITIONAL REMOTE REQUIREMENTS 

• HIPAA compliant environment for all daily tasks, emails, and phone calls
• Dedicated and stable internet connection 
• At least 10 Mbps download speed 
• At least 1 Mbps upload speed. 

NICE TO HAVES 

• Prior health tech experience not required but an interest is required 
• Prior experience being a remote employee

Benefits

WORK HOURS AND BENEFITS 

• The role is a full-time role. Many of us have families, so we work hard and make room for life outside of work. 
• We’re working on one of the largest problems of our time and have a deep passion for helping millions of people live healthier lives. 
• We are virtual-first and most of us have worked in virtual environments for over a decade. We know how to make it work! 
• We are committed to helping you unleash your full potential and build your dream career. We are infinitely proud of team members from our previous companies who have become great leaders and even founders of their own companies. 
• Of course, we also pay competitive salaries and have a healthy healthcare stipend.

***Must reside within the United States to be eligible for this remote position***