Customer Service Representative

Please only apply to this position if you can work regular working hours in EST Time Zone.

About Us:

SelfDecode is a well-funded biotech startup in the personalized health space. We build software to help interpret peoples’ genetics, lab tests, and symptoms in order to give personalized health recommendations.

• Our primary goal is to give people the tools they need to live healthier and better life.
• We are a flat organization and prioritize efficiency.
• We work as a team and every input and suggestion is taken into account, no matter who it comes from.
• We thrive on open communication and dedication. We are a meritocracy and people who show good abilities or skills can move up in the organization fast, get raises, etc…
• We expect people to work full-time without side gigs.
• We expect the applicant to have a long-term relationship with our company.
• We expect employees to be proactive and autonomous.
• We do not micromanage.
• Dishonesty is not tolerated at all, and we thrive on trust.
• When you’re working, we expect you to work.
• We emphasize skills & abilities rather than formal education.

We are very selective in our process because we look for a very long-term, full-time partnership with our employees. We try to keep the application process as short as possible so that we don’t waste anyone’s time.

Job Description:

We are looking for a talented Customer Service Representative with previous professional experience in a similar role. Pay will be in accordance with abilities, experience, and company fit.

The Role is:

• Full time.
• Fully Remote.
• No agencies.
• Competitive salary; Will be in accordance with skill, abilities, and experience, and can vary widely.

Responsibilities:

• Act as the primary point of contact for our clients through email, live chat interactions, and sometimes over the phone.
• Devise creative solutions and offer clear guidance to our customers. Maintain excellent composure and rapport in all interactions.
• Think creatively about ways to improve and strengthen SelfDecode’s relationship with customers
• Assist customers in managing their subscriptions, solving technical issues, and finding the appropriate product solutions for their needs.
• Upsell SelfDecode’s products and services when appropriate.
• Communicate internally to resolve customer issues, identify product or development issues, and engage the proper team members to solve them.

Required Skills & Experience:

• Professional experience in Customer Support for a consumer services or SAAS company preferred.
• Engaging and personable; capable of bringing out the positive in any situation and remaining calm and collected.
• Enthusiastic about helping people and making every customer happy.
• Superb written and verbal communications skills in English.
• Positive and team-oriented; ability to work independently as well as collaboratively within teams.
• Meticulous attention to detail, organization, and willingness to be on call.

Plusses:

• You are a health enthusiast
• Experience in sales/upselling products
• Science background
• Experience with HelpScout or other CRM platforms.

Questions?

If you have any questions, you can email us at [email protected]

Note: please complete the application and pre-screening within one week of starting.