Customer Support Agent

Full Time


Overview:   To care for our community and ensure that every Neurohacker member is supported and engaged.


Primary Duties and Responsibilities:

  • Support Neurohacker Customers/Community: This person will work directly with the Support team to embody and uphold what caring for our community and remarkable customer service means to us and how we will fulfill on that.

    • Respond to support tickets, emails, and phone calls in a timely and brand-aligned manner

    • Engage with customer needs via email and phone and Live Chat, answering questions and helping to educate consumers + complete the sales flow

    • Understand and employ clear procedures for all of the health and medical related questions.

    • Escalate high level inquiries, requests and issues to the appropriate department

    • Review and respond to Qualia Reviews. Publish to the site where applicable, and reach out directly to unsatisfied customers/reviews to resolve any issues

    • Create and implement customer satisfaction surveys and polls to support the marketing and sales team

    • Help update and expand the Neurohacker FAQ’s + Help Center


  • Social Media and Content Support:. It will be this person’s responsibility to respond to social media comments and questions in a manner supportive to the Neurohacker community.

    • Respond to social media messages via Facebook, Instagram, Twitter, LinkedIn, YouTube and more.

    • Engage and respond to Amazon comments, questions and needs.

    • Participate in online forums and discussions around the web about our products and neurohacking/biohacking topics

    • Help inspire, engage and educate the online Neurohacker community


Secondary Responsibilities:

  • Understand the products, mission, and NHC philosophy intimately. Be able to help anyone understand any aspect of the company.

  • Keep records of all customer service interactions.

  • Understand all the legal compliance issues associated with health and claim related customer service questions.

  • Drives sales and increases customer lifetime satisfaction through education and engagement.


Key Performance Indicators:

  • High level

    • Everyone who interacts with NHC should ultimately become a company evangelist, whether or not our current products are right for them.

  • Specifics

    • Timeliness metrics: Customer inquiry response time, timely resolution, etc.

    • Satisfaction metrics: Satisfaction Surveys, Reorder rate, Lifetime customer engagement, etc.

    • Customer support metrics: Excellence, Efficiency, etc.


Qualifications and Background:

  • Must Have:

    • Must have experience with Zendesk, E-Commerce, and other CRM platforms

    • Done a high volume of actual customer service and interaction

    • Social Media communication/interaction background and skills

    • Have a high value around service and love helping people address their needs.

    • Excellent interpersonal skills - can navigate all personality types and emotions gracefully.

    • Fundamentally loves and respects people.

    • Relevant technical skills.

    • Deep cultural and values match.

    • Active interest in neurohacking and the related health, performance optimization, and human potential spaces.

  • Nice to Have:

    • E-commerce experience

    • Has worked in the nutraceutical space, or related health and wellness spaces, and knows the regulatory issues associated

    • Science familiarity and interest.

    • Has worked in startups.


Management:

  • Reports to: Customer Experience Manager and Director of Community

  • Works with: All team members


Opportunity:

  • To help develop a life-changing, category-defining life sciences company.

  • To work with a team of cutting-edge thought leaders, scientists, entrepreneurs, industry experts, activists and visionaries - and an extended team of global influencers.

  • To learn a tremendous amount (about neuroscience, medicine, psychology, philosophy, evolution, business, leadership, communication, etc.) and be stretched and supported to grow personally and professionally.

  • To be supported in optimizing your own cognitive capabilities and psychological development with the best resources currently available anywhere.

  • To apply your full talents and heart to a project worthy of dedication.

  • To have your work, study, play, and contribution all be the same thing.


Key Culture Elements:

  • Category defining company focused on optimizing human well being and capability globally.

  • Advancing the cutting edge of consciousness studies, positive psychology, and neuroscience.

  • Excited by the therapeutic potential of entheogens and empathogens, while generally valuing sobriety and clear-mindedness.

  • Philosophically aligned with ethical, intentional, human optimization.

  • Would be comfortable with a work trip to Burning Man while being happy to dress and act professionally as circumstances dictate.

  • Extremely progressive cultural values, regarding politics, economics, the environment, religion and spirituality, relationships and sexuality, and pretty much everything.

  • Focused on redesigning civilization to create sustainable abundance for all - rather than focused on winning at this version of it.

  • Transparent honest workplace, real friendships between team members, no corporate facades, no elephants to avoid - while being able to hold appropriate confidentialities and act with discernment and discreteness where relevant.

  • Startup phase company with a seasoned executive team and clear plans for rapid growth to a game-changing global company.

  • Partnered with many leading academic and scientific institutions with world-class partners.

 

Neurohacker Collective is located in the beautiful coastal town of Encinitas, California.

We offer a variety of quality Medical, Dental, Vision, Flexible Spending Accounts, Life, AD&D,

Short and Long-Term Disability, Bonus Profit Plans and a flexible results-oriented work environment. We also offer complimentary product to team members and generous friends and family discounts.



Our mission is to create products and education for radical human optimization -

to empower people to realize their full potential.

neurohacker.com


Neurohacker Collective is an equal opportunity employer and does not discriminate against

otherwise qualified applicants on the basis of race, color, religion, national origin, ancestry, sex,

age, mental or physical disability, pregnancy, sexual orientation, gender orientation or expression,marital status or veteran status, or any other legally protected characteristic under applicable federal or state law.