Position: Customer Experience specialist ( fem tech startup )
Company: Mira
Category: Support
Experience required: 2y
English level: fluent

**About Mira:**

Mira is a fast-growing point of care health platform startup in the San Francisco Bay Area. At Mira, we innovate and commercialize a mobile health diagnostic platform for women’s health. Mira is full of smart, driven people who care a lot more about getting things done and making a difference. We truly believe in our mission of improving the life quality of families and putting our value into daily practice. We look for individuals who are passionate, self-driven, embracing challenges, and making an impact.

We are looking for a team/individual to help us with customer support functions. Specifically, we need help with Zendesk ticket management, replies, live chat, and social media comment replies. You must be in the US time zone for 4 hours per day, 2 hours in the morning, and 2 hours in the afternoon, every day, to be online to chat and answer complaints.

**Responsibilities:**

- Answer, tag, and escalate customer complaints within 2 hours after the complaint submitted
- Answer comments on social media within 24 hours after they are posted
- Reply to the direct message on social media within 2 hours
- Proactively greet customers when they come to the website to help with conversion. Be on chat 4 hours per day, US time
- Make calls if needed
- Address and escalate customer issues on chat

**Requirements**

- Must know Kustomer very well
- Be able to talk about consumer medical product
- Must be able to work in the US time zone
- Answer every incoming chat after 15 seconds of the chat request
- Native or fluent written English
- Previous experience on how to talk to female consumers
- Use a warm and positive tone to keep customers happy