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
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
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
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
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
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
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
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
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.