Job Description

Customer Support Associate

About The Job

Our Bilingual Customer Support Associate is passionate about improving the lives of our users! If you have a style compatible with older adults and can work efficiently at their pace while maintaining a positive, empathetic and professional attitude, Nymbl is for you!

What You’ll Do As a Customer Support Associate

• Respond timely to technical support requests from our users who are a population of older adults across the globe via email, chat, and phone
• Demonstrate empathy and problem-solving skills to effectively resolve support requests while providing an excellent customer service experience for the user
• Guide older adults through enrollment and training workflows inclusive of mobile app download, registration, assessments, and training; use of the online member portal and educational content via email, video, and web
• Make outbound calls to registered users for the purposes of progressing of walking them through the customer journey
• Accurately track support interaction details in CRM, produce internal/external reporting and analyze trends
• Champion and advocate for end-user experience needs via internal Voice-of-Customer feedback channel
• Share user feedback and insights to guide product development, address partner/client issues, and better understand user needs
• Collaborate with internal partners in Product, Engineering, Member Engagement, and Customer Success to improve client and user outcomes

What You Bring (required)

• 2+ years’ exceptional customer service and tech support experience
• Bilingual in English and Spanish (verbal & written)
• Accountable and coachable team player
• A passion for helping other people everyday
• Computer, smart device, and internet savvy
• Excellent verbal and written communication skills
• Commitment to excellence
• Experience with data collection and analysis (performance and content)
• High personal integrity and character
• Strong work ethic, self-motivation

Preferred Qualifications:

• Experience with and passion for older adults
• Experience with HappyFox, Google Workspace (including Google Sheets), Slack
• Experience and interest in process development and process improvement

Who We Are:

We are challenging the belief that aging is less. We’ve developed a scientifically validated digital balance training program that will prevent 1 million falls. It’s an effective and engaging way to train the brain and body to work together, using nearly any smart device and in only 10 minutes a day, allowing older adults to preserve and enhance mobility, which influences multiple aspects of health. Nymbl is the proven way for people to see real and lasting improvement, so they try it and stick with it—and then keep living their lives.

Our Core Values:

• We build experiences that older adults love
• We act with transparency and collaboration
• We deliver impactful outcomes through exceptional performance
• We move quickly with open minds
• We lead with joy and positive intent

What You Add:

• A user- and customer-first attitude, then:
• Patience, empathy and compassion
• Positive, can-do attitude
• Effective communication style
• Eye for detail and creative problem-solving
• A passion for older adults

What We Bring:

• A fast-paced, mission-driven, start-up environment where you can learn quickly and broaden expertise by wearing multiple hats and supporting a rapidly expanding business
• An opportunity to touch and save older adult lives by preventing falls and improving mobility
• An environment where you can do your best work, supported by an inclusive, collaborative and passionate team
• A culture of servant leadership, respect, joy, gratitude, transparency, and 360-degree accountability

A Few Of Our Benefits

• Nymbl covers 100% premium our of bronze United HealthCare medical health plan for you and your dependents
• 80% of the dental and vision insurance premiums for employees
• 100% premiums for life insurance, short-term disability, and long-term disability.
• A flexible PTO policy
• Compensation Range: $63K - $68K

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