Job Post

Customer Care Specialist

Lose It!
101 Tremont Street
Boston, MA 02108

About our company:

Lose It! is a leading consumer software company based in the heart of Boston. Our app and online platforms have helped people get healthier and lose over 60 million pounds worldwide, through calorie tracking and social support. With a top grossing Health & Fitness app in both the iOS and Android app stores and millions of members returning to use the app each week, we're proud of the impact that we've had and are passionate about mobilizing the world to achieve a healthy weight.

Who We’re Looking For:

An experienced, motivated individual to join our growing Customer Care team. Passion for working directly with customers and delivering awesome support experiences are must-haves!

Who We’re NOT Looking For:

The perfect person. We’re a proudly imperfect team that makes mistakes, gets their hands dirty, and grows from each experience. We’ll take hard work, perseverance, and dedication to supporting your teammates over perfection any day.  

If you’re an empathetic, thoughtful professional that has 2+ years working in a B2C support environment, let’s talk!

 

Responsibilities Include:

  • Mastery of product knowledge for entire Lose It! family of products (iOS app, Android app, Challenges app, embodyDNA)

  • Delivering accurate and timely responses to customers over multiple channels (email, chat, App Store reviews)

  • Clearly identifying, reproducing and logging bugs / product oversights

  • Detecting trends in customer issues and escalating appropriately

  • Updating processes and workflows in Zendesk using automations, triggers and macros

  • Guiding junior members of the team in their approach to customer care

  • Identifying opportunities for improvement, both for our team and our processes and the Lose It! suite of products

 

Skills and Qualifications:

  • Extensive experience troubleshooting technical issues with software products

  • Demonstrated ability to problem-solve and think of creative solutions

  • Hands on experience with Zendesk, Desk.com, Help Scout or similar software

  • Exceptional written communication skill set

  • Strong attention to detail and actively listening skills

  • You’re not afraid to ask for help on complex problems, but also willing to dip your toes in and attempt new ideas for troubleshooting

  • You genuinely care for the success of customers and understand the importance of helping them thrive

Sound like a good fit? Send us your resume and a cover letter. Your cover letter should detail  why you are a good fit for Lose It! and what you can bring to the role of Customer Care Specialist.

Send your information to our jobs email: jobs@loseit.com  

Category: Client Services
Full-time

See What It's Like To Work Here

Lose It! is mobilizing the world to achieve a healthy weight. Downloaded by over 30 million people around the world, Lose It! is the most effective, personal, app-based weight loss program. Members have lost over 60 million pounds (and counting).

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