Remote Customer Experience Agent

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About Lively

An estimated 48 million Americans suffer from hearing loss and only 10-15% have treated it – enter Lively. We’re on a mission to empower people to hear better through more affordable, accessible and delightful hearing care.

Lively is a series A company, perfect for anyone eager to make an early impact in something big. We are a unique blend of experts and leaders from Facebook, Amazon, 1stdibs, Lyft, and have assembled a world-class advisory board and audiology team. 

Culture

Here at Lively, we are a passionate team of highly-driven entrepreneurs, designers, clinicians and technologists creating a best-in-class experience to help solve one of America’s greatest healthcare issues – untreated hearing loss. If you’ve been looking for a high growth company that is also mission-driven, this is it. 

About the Role

Getting people the hearing care they need is a challenging task and, as a remote 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:

  • Competitive compensation
  • Medical, vision, and dental insurance
  • Paid time off
  • Weekly company lunch 
  • Happy hours
  • Flexible shifts and working hours. 
  • Ability to have a significant impact on people’s lives, working at a company with an NPS over 80. 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • React NativeLibraries
    • GraphQLLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • SketchDesign
    • JIRAManagement
    • SalesforceCRM

An Insider's view of Jabra Hearing

What are some social events your company does?

One of the biggest perks of my job at Jabra Hearing is planning and hosting our virtual events! Examples of some recent events include yoga & meditation, boba tea making, wine tasting, scavenger hunts and trivia. I love seeing everyone come together to learn something new - and have fun doing it!

Sarah

Senior Manager, Talent Acquisition

How do you collaborate with other teams in the company?

I really enjoy working at Jabra Hearing! I get to work with Audiology and Product teams in the realm of delivering the best product our customers can dream of, and with CX and Design teams on refining the experience with our existing customers. Whatever the challenge of the day is, I get to work with ingenious minds towards a solution.

Ruslan

Director of Engineering, Backend

How has your career grown since starting at the company?

I was given an exciting opportunity to pave the way for a new role as Sales Coordinator and was supported by a fantastic team. Within the first few months, I was promoted to Inside Sales Associate. I cannot stress enough how much I love helping people on their journey of shopping for hearing aids and this has grown into an inspiring career!

Dan

Senior Inside Sales Associate

How do you empower your team to be more creative?

Whether via daily chat or weekly team meetings, regular communication gives everyone the opportunity to be heard & have an impact! Our team brings unique ideas based on their different backgrounds & wealth of customer support experience. Collaborating enables us to identify inventive solutions to engage customers on their journey to better hearing.

Lauren

Director of Customer Experience

How do you collaborate with other teams in the company?

Working on organic social strategy and content at Jabra Hearing is extremely cross-functional and requires me to collaborate with many teams. I work closely with our CX team to create content that caters to the customer’s needs, as well as, the design and marketing teams to strategize the best brand aesthetics and to analyze content performance.

DaJa

Social Media Coordinator

What are Jabra Hearing Perks + Benefits

Jabra Hearing Benefits Overview

- Our compensation is competitive and our 401k plan includes a 4% match.

- 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.

- Whether you check out America’s natural treasures or just relax at home, enjoy your paid time off. We encourage time off.

- Jabra Hearing offers a monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visits.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Home-office stipend for remote employees
Professional Development Benefits
Lunch and learns
Promote from within
Customized development tracks

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