Senior Customer Support Associate, ZOE
Salary not provided
Mid level
Remote from UK
Personalised nutrition company
Job no longer available
Personalised nutrition company
201-500 employees
HealthcareB2CLifestylePersonal healthArtificial IntelligenceMachine LearningNutritionD2CWellbeing
Job no longer available
Salary not provided
Mid level
Remote from UK
201-500 employees
HealthcareB2CLifestylePersonal healthArtificial IntelligenceMachine LearningNutritionD2CWellbeing
Company mission
To improve the health of millions.
Role
Who you are
- A Level, Scottish Advanced Higher
- 2-3 years of experience including:
- 1-2 years of experience in a customer-facing role
- 1 year of experience in a management or supervising role
- Experience in a fast-paced working environment
- Experience in a research and/or startup environment (nice-to-have)
- Excellent 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)
What the job involves
- 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 or team members may have
- Motivate and encourage customers across the customer journey to maximise customer satisfaction
- Resolve both routine and complex enquiries in a thorough and expeditious manner
- Address customer complaints in a compassionate and patient manner
- Guide the team in effective customer issues resolution and handle escalations
- Strive to achieve high customer satisfaction by going above and beyond
- Supervise customer support associates day-to-day tasks
- Continuously improve the customer support process using insight into the overall experience, tracking feedback, and providing such at team meetings
- Update and continuously improve training materials with frequent changes
- Potentially partake in hiring processes and scaling our team
- Be willing to have flexibility with work hours, such as late evening work and working weekends and holidays, to provide comprehensive coverage
Our take
ZOE is a science-first nutrition company shaking up everything we thought we knew about healthy eating. Behind the bold mission is a simple truth: the food we eat is often making us sick, and one-size-fits -all advice just isn't cutting it anymore. So, ZOE is flipping the script with the world's largest nutrition study and real, personalised insights based on users' bodies.
Its approach is all about turning cutting-edge science into everyday habits. Whether it's through its ZOE Membership (which already has over 100,000 users), the plant-packed Daily30+ supplement, or expert-packed podcasts, its helping people discover what truly works for their bodies. And it's not just theory, randomised trials show that the right food can make a noticeable difference in just weeks.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 6 rounds)
Jul 2024
$15m
SERIES B
Mar 2023
$2.5m
SERIES B
Total funding: $99.5m
Company benefits
- Free ZOE Kit (+1 for a family member or friend)
- Private Medical Insurance
- Paid time off available from day one
- 1x Life Event Day per year
- 2x Reset Days per year
- Social Budget
- WFH Budget (for items purchased after joining)
- Spill Mental Health Support
- Wellness Budget
- Growth & Development Budget
- Enhanced Parental Leave & Benefits
- ...and much more!
Company values
- We are diverse and build upon each other positively - We are a collaborative team working toward a common goal. We are positively intended & respectful, intentional in our active listening and seeking diverse perspectives, and we make space for all to participate
- We ❤️ to create moments of joy whenever possible - We create moments of joy whenever possible and encourage meaningful balance, recognizing our mission is a marathon, not a sprint. It all starts by us being intentional in building great relationships with each other
- Always start by understanding our members - We always start by understanding our members’ needs and work backwards to deliver delightful solutions that exceed their expectations and have their health top of mind, with a commitment to ethics, education, privacy, and simplicity
- Take a scientific, evidence-based approach - As a health company, science comes first. We utilize a scientific approach, starting with a hypothesis and seeking evidence to assess and iterate. We stay open-minded, learn from our mistakes and strive to keep improving every day
- We are transparent, especially when it is hard - By having a bias to share publicly and openly, we build a transparent culture that empowers participation from everyone. We value feedback, communicate openly, voice the truth (even when it’s hard) and explain “the why” to help each other grow
- Act fast, we’ve got your back - As a startup, speed is crucial to our success. Many decisions and actions are reversible. We are scarce with our time, not reinventing the wheel or seeking perfection and act on 70% evidence so we can learn and iterate. We encourage all our team members to take risks, change course when necessary, and go for it—we have their backs, always
- Dive deep - We operate at all levels, caring about the details that matter and being able to connect them to the bigger picture with coherent logic. As such, we are able to quickly distinguish between “feel-good” metrics or “seemingly good” ideas from the ones that truly matter or capture the truth
- Empower ZOEntists to act as owners - We are intentional in empowering more ZOEntists to act as owners on behalf of the entire company without interdependencies and we continuously set up new systems, frameworks & principles to enable this. We also back them in their decisions, even when we disagree
Company HQ
London, UK
Leadership
Jonathan Wolf
(Co-Founder & CEO)Graduated from the University of Oxford with an MA in Physics. Previously worked at Criteo as Chief Buying Officer/Chief Product Officer, at Yahoo! as Senior Director and at Atlas Venture as a Principal.
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