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Customer Care Agent
remoterocketship
- New York, New York, United States
- New York, New York, United States
Über
Support Cyclers and prospective Cyclers via email across a wide range of topics, including app functionality, subscriptions, devices and integrations, and shipping/logistics Independently troubleshoot complex user issues, particularly those involving connected devices, app behavior, and integrations—owning each case from first contact through resolution Manage and prioritize multiple conversations, ensuring timely follow-ups and no detail falls through the cracks Navigate multiple tools and communication channels (including Slack) to track updates, gather information, and collaborate on ongoing user cases Communicate in a way that is warm, clear, and efficient—balancing empathy with precision Follow established processes while confidently adapting to edge cases and new scenarios Meet individual and team performance goals, including volume, CSAT, and response times Capture patterns, recurring issues, and insights to help improve our product and internal workflows Maintain up-to-date knowledge of our product, systems, policies, and ongoing initiatives Requirements:
You’re both kind and highly effective—you know how to deliver a great experience while staying focused and efficient You consistently assume positive intent in others A strong written communicator who can distill complex or technical information into clear, actionable guidance A proactive problem-solver who doesn’t just respond to questions, but anticipates needs and drives issues toward resolution Highly organized, with a strong ability to prioritize, track, and follow up on multiple conversations and moving pieces at once Comfortable working across tools and threads, keeping context intact even as information evolves Technically confident—you enjoy troubleshooting apps, integrations, and wearable devices Detail-oriented and reliable, with strong ownership over your work Experienced in customer support, ideally in a fast-paced, high-quality environment (healthcare or insurance experience is a plus) Motivated to grow in the role and build deep expertise over time Able to work Sun-Thurs, sometimes on holidays, fully remote Bonus: Portuguese language skills are a plus, but not required Benefits:
Flexible work arrangement - you will be part of a team that values effective collaboration and transparent communication, irrespective of work location Professional development - you will collaborate with industry leading developers, promoting continuous growth and skill enhancement Modern technology - you will leverage innovative technologies and tools, within an environment that empowers you to contribute ideas and take ownership of your work Impactful projects - you will contribute to groundbreaking projects that redefine industry standards and create tangible value Commitment to quality - you will join a dynamic and progressive organization that prioritizes profitable, long-term product development
Sprachkenntnisse
- English
Hinweis für Nutzer
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