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Making the world happier and healthier through the superpower of Calm

Customer Support Representative

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About Calm

We have a simple mission at Calm: To make the world a happier and healthier place. The heart of Calm is digital but the brand is expanding offline into a variety of products and services that bring more peace, clarity and perspective into people’s busy lives. We are building Calm into the Nike of the Mind. We believe Calm can become one of the most valuable and meaningful brands in the world. Over 75 Million people have downloaded the app and we are growing by 100,000 new downloads a day. The company is profitable and headquartered in San Francisco, CA. Calm was co-founded by Alex Tew (Million Dollar Homepage) and Michael Acton Smith (Mind Candy, Moshi Monsters, Firebox). Mission Calm's new Customer Support representative will join our in-house support team, helping users of varying levels of tech-savviness engage with our app and website. You are a guardian of our entire user experience, tasked with ensuring prompt attention, friendly communication, and thoughtful resolution of all user interactions. You are driven to go the extra mile to make an experience special, and are able to inspire that drive in others. You are comfortable adapting to our ever-shifting priorities as we support rapid growth and change in the product. You love making a difference through your work, and are always looking for ways to improve the user experience. Outcomes

  • Ensure each user’s support experience is of the highest possible quality - go above and beyond for our users at every opportunity
  • Respond to support tickets efficiently while maintaining quality and empathy
  • Identify patterns in bug reports and feature requests and escalate appropriately
  • Own the tickets assigned to you and help maintain other ticket queues
  • Sort and assign support tickets by priority and content
  • Keep internal and external knowledge bases and documentation up to date
  • Complete other support-adjacent projects, such as disputed charges and application store reviews
  • Proactively assist our other agents with responding to tickets and identifying issues
  • Suggest guidelines and offer new best practice ideas for our support team
  • Volunteer for tasks rather than waiting for them to be assigned
  • Work autonomously and take responsibility for completing projects
  • Be an expert of Calm's operating platforms and features

Competencies

  • A kind and empathetic leader
  • Exceptional communicator, both written and verbal
  • Your positive attitude is able to manage and resolve conflict with ease
  • Both a team player and an autonomous worker
  • Strong problem-solving aptitude
  • Receives and offers feedback willingly
  • Highly organized, detail-oriented, and proactive
  • Enthusiastic about documentation and improving training processes
  • Flexible and able to switch between tasks/projects when new needs arise
  • Proven experience with Zendesk or equivalent customer support ticketing platform
  • Experience with JIRA, Confluence, Stripe, and basic SQL queries a plus
  • A passion for meditation and mindfulness
  • Availability to work on-call some weekends (typically about 3 hours of work)
  • Able to work in San Francisco Benefits
  • Competitive salary and equity
  • Unlimited PTO
  • We pay your medical, dental, & vision insurance premiums
  • 401K
  • Commuter benefits
  • Life insurance and disability benefits
  • Apple equipment
  • Fun, energetic work environment, and daily perks - snacks, drinks, catered lunch twice a week
  • Opportunity to work with a product focused on making the world happier and healthier
  • And much more!

Healthcare

100% covered medical, dental & vision insurance

401k plan

Competitive salary & equity

Unlimited pto

Apple equipment

Downtown sf office

Calm at a glance

Making the world happier and healthier through the superpower of Calm

Calm focuses on Mobile, Personal Health, Apps, Health and Wellness, and Leisure. Their company has offices in San Francisco. They have a mid-size team that's between 51-200 employees. To date, Calm has raised $115.993M of funding; their latest round was closed on February 2019 at a valuation of $1B.

You can view their website at http://www.calm.com or find them on Twitter, Facebook, and LinkedIn.

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