Customer Support Specialist
Hi, we’re Lively. Are you?
We’re revolutionizing hearing care. We’re on a mission to empower tens of millions of people to hear better through convenient, personalized hearing care — at a fraction of the cost thanks to telemedicine. We’re led by a crew of enormously talented thinkers, creators, and doers who are as collaborative as they are compassionate (and passionate). It’s an exciting time to be here.
So, why Lively?
In three years, we went from a scrappy startup to a leader in the direct-to-consumer hearing care space with the backing of our parent company GN, a global pioneer in intelligent audio solutions, to prove it. We’re a data-thirsty, outcomes-driven group that cares as deeply about our employees as we do our customers. If you’re looking for a place that will challenge you intellectually and creatively, a place that will cultivate your career and support your growth, come join our growing team.
About the role.
Getting people the hearing care they need is a challenging task and, as a Customer Support Specialist 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 and be the champion on their journey to better hearing
- Work closely with our Audiology team, scheduling appointments and helping customers get into their video meetings all the while offering a seamless, concierge-style service
- Become an ambassador of the Lively culture and embody our values in each interaction with our customers
What you’ll bring.
- 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 and collaboration skills, which shine through your phone and email presence
- Comfortable working independently in a high-demand, high-touch support environment
- Strong technical troubleshooting skills and patience
- Experience working with people with hearing loss a plus
Schedule options:
- Full time Option: Tuesday - Saturday 12:00pm - 8:00pm (EST) [Sunday & Monday OFF]
- Part time Option: Monday, Tuesday, Friday 4:00pm - 8:00pm (EST); Saturday, Sunday 12:00pm - 4:00pm (EST) [Wednesday & Thursday OFF]
#LI-Remote
Why we love it here.
Changing lives and revolutionizing hearing care sounds like serious business. And it is. But we know how to have fun along the way. Case in point: our energizing weekly all-hands meetings where you’ll smile so much your smile muscles might get sore.
It helps that we have such a diverse crew — so you’ll fit right in. The Lively family includes actors, sommeliers, top-chefs, a former professional rollerblader (yep, that’s a thing), dancers, black belts, filmmakers and countless four-legged furry sidekicks.
Even our benefits are Lively.
- You’re worth it. Our compensation is competitive, and our 401k plan includes a 4% match.
- Take care of yourself and your loved ones. We offer excellent medical, vision, and dental insurance and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.
- Fill that well! Whether you check out America’s natural treasures or just veg out on your couch, enjoy your paid time off. We encourage time off.
- Nomnom on us. Lively offers a weekly lunch stipend. (Pro tip: Groceries count.)
Lively Hearing Corporation is an equal opportunity employer and participates in E-Verify. If you receive an offer of employment from Lively, you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become an employee with Lively.
