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Member Experience - Technical Support Specialist

Company: Headspace Inc.
Location: Santa Monica
Posted on: September 13, 2020

Job Description:

Member Experience - Technical Support Specialist About the Technical Support Specialist at Headspace:

Headspace is looking for a caring, driven and curious individual to join the Member Experience team as a Technical Support Specialist. In this role, you would not only be responsible for engaging and helping our members successfully navigate through their Headspace Journey, but should also feel comfortable working closely with other teams across the organization, as an advocate for our community.

This is not your typical technical support role - as our members’ needs evolve, so do we. This is an ever-evolving, fast-paced, world-class team that’s not satisfied with the bare minimum or the norm. We think outside of the box and are a compassionate and savvy team who are deeply passionate about our mission - helping improve the health and happiness of the world.

How your skills and passion will come to life at Headspace: Triage reported issues (escalated and technical) from our community via email, live chat/messaging, voice and social media channels with a variety of questions and issues.

Proactively and confidently take on challenges, research information, troubleshoot issues, and creatively deliver results.

Work closely with our members and the Member Experience Team and other teams across the organization (e.g. Product, Engineering, Marketing) to identify root causes for reported issues, while prioritizing fixes for escalated issues.

Work closely with team members and partners across the organization to gather and present insights and recommendations to partners across the organization to support in the enhancement of the member experience.

Support Member Experience stakeholders in constantly testing and evaluating new and current process flows, solutions, workarounds, policies, etc., to drive initiatives to minimize negative member experiences and help maintain high efficiency on the team, including suggesting new tools for efficiency gains, if applicable.

Support our members by empowering them to troubleshoot and resolve issues. Support in the creation of troubleshooting and navigational support FAQ, Help Center flows.

Support our global Member Experience teams by ensuring their technical knowledge is up to par for our members’ needs. Support Training team with training design, template creation and internal knowledge base articles to ensure our agents have the tools they need to help our members troubleshoot issues.

What you’ve accomplished: You truly care about people, therefore, you genuinely care about customers. You can take on escalated issues, work with others to determine solutions for our community.

You have at least 3 years experience in a customer service/support environment and are passionate about creating an amazing customer experience with at least 1 year in a technical support role.

You’re results-driven and excellent under pressure - you can immediately adapt in a fast-paced environment while handling escalated issues. You are comfortable creating reports and analysis on improvements, opportunities for improvement.

You’re articulate and enthusiastic, with a great eye for detail. You’re a great writer and have a thoughtful, creative and friendly writing style.

You’re not shy about digging into issues. You have strong critical-thinking, technical and troubleshooting skills.

You have a strong technical aptitude and can pick up new technology quickly.

We are a 21/7/365 operation, so you are flexible and can work at least 1 weekend day, including some holidays. Ideal shift for this role: Tue - Sat, 9am - 6pm PT with Sun and Mon off.

*Big Plus*: You have a working knowledge of G Suite (Google Docs, Sheets, Slides), helpdesk tools (Zendesk, Sprout, etc.) and project tracking tools (JIRA).

How we feel about Diversity & Inclusion: Headspace is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Headspace. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

How to get started :

If you’re excited by the idea of seeing yourself in this role at Headspace, please apply with your CV and a cover letter that best expresses your interest and unique qualifications.

Keywords: Headspace Inc., Santa Monica , Member Experience - Technical Support Specialist, Other , Santa Monica, California

Click here to apply!

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