Customer Experience Agent at Redesign Health

| Greater NYC Area
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About Lively

An estimated 30-40 million Americans suffer from hearing loss and only 10-15% have treated it. Enter Lively – If you’ve been looking for a well-funded, high-growth company that is also mission-driven, this is it.


Lively is a unique blend of experts in audiology and seasoned internet executives from companies including Amazon, Facebook, FreshDirect, Lyft and 1stdibs who all share the same mission: to democratize, simplify and de-stigmatize the adoption and use of technically advanced hearing aids, empowering more people with hearing loss to hear better.

About the role

Getting people the hearing care they need is a challenging task and, as a Customer Experience Agent at Lively, you will be essential to making our mission a reality. You will be at the heart of creating a better-than-best experience for our customers. You will be in charge of delivering remote support with passion, patience, and perseverance. If you are someone who leads with empathy and is able to work independently, this role is for you! 

What you’ll do:

  • Act as a primary touchpoint for our customers, answer inbound questions and inquiries over phone, email and chat.
  • Guide customers through using our technology.
  • Oversee the outbound call process, triaging customer voicemails, and determining the order in which to respond.
  • Become an ambassador of the Lively state of mind and embody our values in each interaction with our customers. 

What you have:

  • Experience working in customer-facing roles, previous experience in remote customer support preferred.
  • Familiarity working with support software (Salesforce experience is a plus).
  • Deep empathy, which shines through your phone and email presence.
  • Ability to work independently with little supervision.
  • Experience working with people with hearing loss a plus. 

Perks:

  • Flexible shifts and working hours. 
  • Ability to have a significant impact on people’s lives, working at a company with an NPS over 90. 
  • Opportunity to work at a fast paced, early-stage startup.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • HTMLLanguages
    • GraphQLLanguages
    • ReactLibraries
    • PostgreSQLDatabases

Location

Redesign Health, New York, NY 10003

An Insider's view of Redesign Health

What's something quirky about your company?

Every Friday in the office is "Floral Friday." It started out with everybody wearing Hawaiian shirts and has since been rebranded to include any and all festive items of clothing.

Jeanne

Senior Talent Analyst

What are Redesign Health Perks + Benefits

Redesign Health Benefits Overview

- Competitive pay
- Comprehensive health and wellness benefits and perks
- Lunch & Learn sessions hosted by internal and external industry experts featuring topics ranging from “Qualities of a Strong Consumer Brand” to “Combating Unconscious Bias”
Variety of functional, social, and community focused groups and meetups across the Redesign ecosystem and portfolio
- Fully stocked kitchen with plenty of coffee and tea, cold brew and iced tea on tap, a Bevi machine, and a variety of snacks
- Dog friendly office
- Annual learning stipend
- 16 week parental leave

Culture
Friends outside of work
Eat lunch together
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training.
Lunch and learns
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