Overview: 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 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.
Engage and respond to YouTube, LinkedIn and Amazon comments, questions and needs.
Help inspire, engage and educate the online Neurohacker community
Understand all the legal compliance issues associated with health and claim related customer service questions.
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.
Drives sales and increases customer lifetime revenue through education and engagement.
Key Performance Indicators:
Everyone who interacts with NHC should ultimately become a company evangelist, whether or not our current products are right for them.
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 experience with Zendesk, Shopify, 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:
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.
Reports to: Customer Experience Manager and Director of Community
Works with: All team members
To help develop a life changing, category defining technology 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 work with great people in a positive environment in coastal Encinitas.
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.
Philosophically aligned with ethical, intentional, human optimization.
Extremely progressive cultural values, regarding politics, economics, the environment, religion and spirituality, relationships and sexuality, and pretty much everything.
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.
Early startup phase company with 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.
Cultural hybrid of Xavier Academy, Singularity University, Greenpeace, Skunkworks, MIT, Esalen, Camp David, Google, Burning Man, and a typical tech startup.
Our mission is to create technologies for radical neurological optimization - to empower people to realize their full potential.
Team: The members of the executive team have previously created and ran global engineering think tanks, colleges, disruptive technology companies, environmental non-profits, multi-billion dollar public companies, political activist organizations, and intentional communities. This new venture is the biggest and most exciting yet - upgrading the bio-hardware that consciousness runs on.
How to Apply:
Please include a cover letter and tell us why you are awesome.
A few worthwhile items to include are:
Why you’re interested in working with the Neurohacker Collective.
Why it seems like a good fit.
Description of your dream work.
What your compensation needs are and when you’re available to start.