Lose It: Senior Customer Care Specialist

We are looking for an experienced support professional to join our Customer Care team.

This is a full-time position and requires two days per week in our Boston, MA office.

If you’re familiar with supporting customers using online communication channels, working both on independent and collaborative projects, and have a proven track record of success in customer support, we want to speak with you.This full-time position is located in our Boston office.

It is a hybrid position with both remote and weekly in-person components.What does Customer Care mean at Lose It!?Our Customer Care team represents our brand and is a direct connection between Lose It!

members and the rest of the company.

We’re responsible for ensuring smooth product rollouts, helping people navigate our robust feature-set, and communicating user experiences cross-functionally.In this position, you’ll be working directly with Lose It!

members via email.

Critical to success is developing a strong understanding of our products and internal workflows, policies, and processes.What will you be responsible for?Communicating directly with Lose It!

members to troubleshoot technical problems and help them get the most out of their experience with our products and servicesReporting outages and bugs to our engineering teams and updating customers on issue resolutionCreating and updating internal and external product documentationProject-based work to contribute to the growth and success of the teamContributing to user research by bringing innovative ideas to the table and conducting ticket analysis, user interviews, and competitor researchWhat are we looking for in a team member?Someone who is tech-savvy – you don’t need to know how to code, but you do need to have a good understanding of mobile apps and basic business tools (Word, Powerpoint, Excel)3+ years experience in a support role where you used an online ticketing system, filed bugs, and worked cross-functionally to solve issuesSomeone who can become an expert in how our products work and is excited to learn the ins and outs of new featuresDemonstrated ability to meet or exceed ticketing goalsA positive, resilient attitude while working through tricky situations with unsatisfied customersProven track record in successfully resolving issues through best practices, processes, and strategiesSomeone who lives the Lose It!

Values of being Purpose Driven, Humble, Inclusive, Transparent, An Owner, and Results Oriented