Customer Support Specialist - 2/2 schedule - Freelance Contract
Flo Health
Anywhere
We’re very proud of our achievements:
In July, we secured a $200M investment led by General Atlantic to help revolutionise women’s health, and became the first purely digital consumer women’s health app to achieve unicorn status! 🦄
We’ve had 380M+ downloads, have almost 70M monthly users, are #1 by installs in the iOS Health category, hit 4.9 stars on the App Store (3M+ reviews), are backed by 9 VCs, had a 40% revenue increase last year, and topped a valuation of $1B.
We’re a growing, ambitious HealthTech business building the essential digital health partner of tomorrow to empower women, girls, and people who menstruate with the knowledge and support they need to stay well and live better.
Our cycle, ovulation and pregnancy tracking, educational content and anonymised community platform have been trusted for years by millions to help them feel more in control of their health every day.
Now, we’re harnessing the power of data analytics and AI to build a smarter future, one where we all know our bodies better, with an aim to become the essential health partner to women worldwide.
The Job
Our Support team helps our users by answering their questions and solving issues that they have. We only support our users by e-mail, so there is no need to hang on the phone for the whole day!
We have two different schedules within our Support Team. In this position, you'll follow a rotating schedule that includes 2 days of work, followed by 2 days off, and then 2 more workdays and 2 days off again (including working on public holidays). Each workday lasts 12 hours (including 1 hour for a break).
We are looking for an independent contractor (EU time zone) for a freelance contract.
Your Experience
Must have:
- Excellent command of English is a must,
- Strong communication and problem-solving skills,
- Patience and an ability to handle stress,
- Love of modern technologies.
Nice to have:
- Knowledge of one more foreign language will be a plus.
What you'll be doing
You'll be responsible for:
- Responding to user requests about the app usage in a timely and accurate way via email,
- Escalating issues to the engineering team,
- Identifying and analyzing user needs to provide insights to the product team,
- Contributing to the projects that would help to improve our current Support processes.
Your targets will be:
- Achieving and maintaining high answering speed and support quality results.
Ranges may vary depending on your skills, competencies and experience.
Reward
People perform better when they’re happy, paid well, looked after and supported.
On top of competitive salaries, Flo's employees have access to:
- A flexible working environment with the opportunity to come into the office and work from home
- Company equity grants through Flo’s Employee Share Option Plan (ESOP)
- Paid holiday and sick leave
- Fully paid female health and sick leave, in addition to holiday and regular sick leave
- Workations - an opportunity to work abroad for two months a year
- Six months paid maternity leave, and one months paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents
- Career growth, progression, and learning development resources
- Annual salary reviews
- Unlimited free premium Flo subscriptions
- A whole host of other benefits (health/pension/social schemes)
Our Culture
We’re problem solvers, we’re adaptable, we’re empathy driven and results led.
People here like working in a fast-paced, multi-national, multi-cultural and ever changing environment. Everyone has an impact on a powerful mission, and is happy to roll their sleeves up to ideate solutions and put them in place. Being part of a growing business means that sometimes it's not easy and we work hard, but our mission is always at the forefront of what we do.
Diversity, Equity and Inclusion
The strength of our workforce is in the diverse backgrounds of our employees, and Flo is committed to applying its equal opportunities policy at all stages of recruitment and selection. This means recruitment and selection of talent into Flo Health companies is only based on individual merit and qualifications directly related to professional competence. Shortlisting, interviewing, and selection will always be carried out without regard to gender identity or expression, sexual orientation, marital or civil partnership status, color, race, nationality, ethnic or national origins, religion or beliefs, ancestry, age, veteran status, mental or physical disability, medical condition, pregnancy or maternity status, trade union membership, or any other protected characteristics.
By applying for the above role, you confirm that you have reviewed our privacy notice for job applicants: https://flo.health/privacy-policy-for-job-applicants
Instructions
- Provide Accurate Personal Information
- If the job requires a CV, ensure that you upload an up to date CV
- The name on your application should match your legal identification.
- All Fields marked with * are mandatory