Phone Support Agent at Palta

We're on a mission to improve health through nutrition. 

SIMPLE is a successful mobile product with over 15 million unique downloads, more than 300K 5-star reviews, and over 50% year-over-year revenue growth.
It offers judgment-free, gentle guidance toward balanced nutrition, a healthy relationship with food, and ultimately, improved health and well-being. Built with flexibility and convenience in mind, the app is a safe and supportive space to get actionable feedback, learn, and increase confidence. SIMPLE’s method is shaped by a global team of nutrition, behavior change, digital health, and medical experts. The journey is enhanced through Avo, a personal wellness assistant within the app that provides timely suggestions and real-time answers. 
With SIMPLE as a partner in their pocket, users feel cared for and empowered to embrace — and stick to — new healthy habits. To learn more, visit simple.life.

Right now we are looking for a talented Customer Support Phone Representative who will join our Customer Support team.

Key Responsibilities:

• Handle inbound and outbound calls with professionalism and courtesy.
• Draft and send detailed recap emails following client interactions.
• Provide high-quality support as a Line 1 Support Specialist, particularly in Billing Support.
• Manage cancellation and refund processes for customers with poise and empathy.
• Demonstrate exceptional communication skills while resolving customer inquiries and concerns.
• Maintain a polished and professional demeanor in all customer interactions.
• Collaborate effectively with cross-functional teams to address customer needs and inquiries promptly.
• Utilize advanced problem-solving skills to resolve complex customer issues efficiently.
• Uphold company standards and values while delivering top-notch service to customers.
• Continuously strive to enhance customer satisfaction and loyalty through outstanding service delivery.

Experience and Qualifications:

• Minimum 5-7 years of distinguished experience in customer service, showcasing a track record of excellence in Call Center operations.
• Proficiency in English at an exceptional level, demonstrating impeccable verbal and written communication skills.
• Capability to adapt to varying work schedules, including night/day shifts on a 2/2 (night) and 5/2 (day) basis.
• Extensive background in interfacing with EU/US clientele, ideally within the realms of e-commerce, fintech, or allied sectors.
• Proven ability to handle high-pressure situations with grace and professionalism, ensuring optimal customer satisfaction.
• Strong aptitude for problem-solving and conflict resolution, coupled with a commitment to delivering exemplary service.
• Adeptness in navigating diverse customer service platforms and tools, enhancing efficiency and efficacy in support operations.
• Demonstrated capacity to thrive in a dynamic, fast-paced environment, while upholding the highest standards of service excellence.
• Exceptional interpersonal skills, enabling effective collaboration across multifunctional teams and fostering positive customer relations.
• Dedication to continuous improvement, with a drive to elevate service standards and exceed customer expectations

Perks and benefits:

• Competitive salary 
• Fully Remote
• A premium SIMPLE subscription
• 21 days annual leave
• Bonus System for extraordinary results

About our values: 

Think deeper: We understand that in order to grow we need to make all our decisions reality-based and change our opinion based on what we learn. We appreciate data coming in various forms – quantitative and qualitative, feedback from users and colleagues, and strong and weak signals.We treat data as the main source for leveraging insights and expect people at every level to have conversations that start with data. 

Focus on impact: Results and speed matter. When we are competing to become an A-player in the digital health market, we don’t have the luxury of deliberation. We need to make decisions and changes quickly and, swiftly learn from our mistakes.We prioritize what will have the greatest impact and aren’t distracted by anything else. We create products that benefit users while we are meeting our metrics.

Take ownership: We seek to improve all facets of our company even in ways beyond our job description. We seek and take responsibility for our actions and their impact. We value and set high expectations for our own work so that it can add to the overall quality and innovation results of the team. Each one of us is empowered to make this company a success, take the lead to resolve disagreements and systemic issues.

Push the limits: We encourage our team to explore new ideas, challenge conventional thinking, and continuously improve work. This mindset can lead to breakthroughs in product development, improved operational efficiency, and increased competitiveness in the market. We believe that a culture and mindset of constantly striving to exceed existing standards, boundaries, or expectations that include innovation, experimentation, and a willingness to take risks, can bring us success. We don't accept what someone says as truth if we disagree with it, no matter what authority that person has in the company and express ourselves directly, not through back channels. We challenge ideas, from policy to product decisions, and always seek to understand the reason behind what we do.

Be a Championship Team: As a part of the championship team, you must improve your own performance constantly also know your teammates, their talents and skills and be focused on a common goal and how to achieve it together. We hold each other accountable for our contribution to the shared success or failure, and we constantly look for ways to help our colleagues to improve and for us to perform better as a team. We collaborate within the team in order to compete with challengers in the outside world. We build relationships of trust. We provide our teammates with the autonomy and support they need to deliver their part of the goal.