Remote Associate CX Specialist at Calm
🌎Location:USA Only. Full-Time
Available Time Zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)
The goal of the Customer Experience Team is to enable Calm's community to lead more joyful and healthier lives by extending the Calm experience beyond just our product. For our customers, we proactively and reactively offer resources while representing their needs across the organization. Our environment promotes nurturing and growth, empowering us to reflect kindness outward. We take pride in being an award-winning team that significantly contributes to Calm’s mission of fostering a happier and healthier world.
The Ideal Candidate
Preferred Qualifications
Essential Requirements
Calm operates under a geographic pay model that determines salaries based on the employee's location. The base pay for this position ranges from $22.00/hour to $35.00/hour, reflecting the spectrum within Calm’s compensation tiers. Not all applicants will qualify for the upper end of the salary range. The exact salary will ultimately depend on various factors, including the successful candidate's location, skills, experience, and other qualifications. Salaries are assessed based on employee zip codes.
This position includes eligibility for equity, comprehensive benefits, 401k, and flexible time off.
Please be aware that Calm may utilize artificial intelligence technology during the application review process.
Calm is dedicated to providing reasonable accommodations for qualified candidates with disabilities, including disabled veterans. Please get in touch with Calm’s Recruiting team if you require reasonable accommodations, assistance with any forms, or if you need help participating in the application process. Reach the Recruiting team at [email protected]
We believe in the importance of mental health as a critical part of overall health, and that everyone should be included in this conversation. We take pride in being an equal opportunity employer, providing equal employment opportunities to all applicants and employees, irrespective of race, color, religion, national origin, age, sex, marital status, ancestry, disability, medical condition, genetic information, military or veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.
Calm is committed to promoting diversity, equity, and inclusion. We strive to foster a respectful and thoughtful workplace where individuals can bring their true selves to work, experiencing a culture free of harassment, racism, and discrimination.
Job offers are contingent on the successful completion of a background check. Some roles may also require a drug screening due to access to specific types of information.
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About Us
The goal of the Customer Experience Team is to enable Calm's community to lead more joyful and healthier lives by extending the Calm experience beyond just our product. For our customers, we proactively and reactively offer resources while representing their needs across the organization. Our environment promotes nurturing and growth, empowering us to reflect kindness outward. We take pride in being an award-winning team that significantly contributes to Calm’s mission of fostering a happier and healthier world.
We are currently on the lookout for remote talents from the San Francisco Bay Area, Los Angeles, Minneapolis, MN, or NYC regions. At this moment, only candidates residing in these locations will be considered.
Your Role
Our Customer Experience Department at Calm is seeking an Associate CX Specialist to enhance member interaction with our products by delivering outstanding customer support. You'll deal with escalated inquiries, contribute to documentation efforts, and participate in process improvement initiatives. This position offers a unique chance to engage across all of Calm’s product lines, including our direct-to-consumer app and Calm Business, and quickly dive into various queues such as escalations and bugs. The successful candidate will be expected to:
- Deliver an exceptional support experience for users by providing prompt, personalized, efficient, and empathetic responses
- Effectively address escalated customer issues or direct them to the appropriate agent
- Gain extensive knowledge of Calm's operating platforms, features, and supporting documentation
- Detect trends in bug reports and feature requests and escalate them accurately
- Manage the tickets and tasks assigned to you, prioritizing them thoughtfully based on the team’s evolving needs
- Create internal and external knowledge base entries and canned replies to common inquiries proactively or as directed
- Serve as a resource for queries from other Calm teams concerning reported problems
The Ideal Candidate
The perfect CX expert for Calm is passionate about making a difference through their work, enthusiastic about meditation and mindfulness, and constantly seeks to enrich the user experience. They should have some background in providing technology-related customer support and enjoy assisting users with varying levels of technical knowledge. The ideal candidate will possess the following traits:
- Outstanding written and verbal communication abilities with a focus on solutions
- Capability to transform negative customer interactions into positive experiences
- Ability to work independently and take accountability for completing assigned tasks through effective, data-driven prioritization
- Proactively offers help when they see opportunities rather than waiting for assignments
- Exhibits a growth mindset by constantly seeking improvement and soliciting feedback
- Demonstrates a proactive attitude toward learning and is curious about new tools, technologies, and Calm’s platform to better assist users
- Strong analytical problem-solving skills, with the capacity to creatively and logically address customer concerns
Preferred Qualifications
- Experience in supporting a subscription service with in-app purchases and/or a client-facing service
- Experience in troubleshooting product bugs or quality concerns with both customers and development teams
- Familiarity with tools like JIRA, Amplitude, Confluence, Asana, Stripe, or Braintree is a plus
Essential Requirements
- 2 years of relevant professional experience
- 1+ years in customer support for a product or service involving a software platform
- 1+ years using Zendesk or a similar ticketing system
Calm operates under a geographic pay model that determines salaries based on the employee's location. The base pay for this position ranges from $22.00/hour to $35.00/hour, reflecting the spectrum within Calm’s compensation tiers. Not all applicants will qualify for the upper end of the salary range. The exact salary will ultimately depend on various factors, including the successful candidate's location, skills, experience, and other qualifications. Salaries are assessed based on employee zip codes.
This position includes eligibility for equity, comprehensive benefits, 401k, and flexible time off.
Please be aware that Calm may utilize artificial intelligence technology during the application review process.
Calm is dedicated to providing reasonable accommodations for qualified candidates with disabilities, including disabled veterans. Please get in touch with Calm’s Recruiting team if you require reasonable accommodations, assistance with any forms, or if you need help participating in the application process. Reach the Recruiting team at [email protected]
We believe in the importance of mental health as a critical part of overall health, and that everyone should be included in this conversation. We take pride in being an equal opportunity employer, providing equal employment opportunities to all applicants and employees, irrespective of race, color, religion, national origin, age, sex, marital status, ancestry, disability, medical condition, genetic information, military or veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.
Calm is committed to promoting diversity, equity, and inclusion. We strive to foster a respectful and thoughtful workplace where individuals can bring their true selves to work, experiencing a culture free of harassment, racism, and discrimination.
Job offers are contingent on the successful completion of a background check. Some roles may also require a drug screening due to access to specific types of information.