Customer Experience Specialist

6 days ago


Palo Alto, California, United States Morfyus Full time

About Morfyus
Morfyus is a leading mindfulness and meditation platform dedicated to empowering individuals to lead happier, healthier lives. Our mission is to create a community where people can come together to cultivate inner peace and well-being.

Job Summary
We are seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our customer support department, you will be responsible for providing exceptional support to our users, addressing their concerns, and helping them get the most out of our platform.

About the Role
In this role, you will work closely with our team to ensure that every user's experience is of the highest quality. You will be the primary point of contact for users who need help with our platform, answering questions, resolving issues, and providing personalized support. Your excellent communication skills, empathy, and problem-solving abilities will enable you to turn negative experiences into positive ones.

Key Responsibilities
• Provide timely, personalized, and empathetic support to users via various channels (email, chat, phone).
• Answer escalated customer inquiries or route them to the agent best equipped to respond.
• Develop a deep understanding of our operating platforms, features, and available documentation.
• Identify patterns in bug reports and feature requests and escalate appropriately.
• Own tickets and tasks assigned to you, prioritizing them based on evolving team needs.
• Write internal and external knowledge base articles and canned responses to common inquiries.
• Act as a point person for questions from other teams regarding reported issues.

Requirements
• 2 years of relevant experience in customer support, preferably in a software-based service.
• Excellent written and verbal communication skills with a solutions-oriented approach.
• Strong problem-solving skills with the ability to think creatively and logically to resolve customer issues.
• Ability to work autonomously and take responsibility for completing assigned work through effective data-driven prioritization.
• Experience with Zendesk or similar ticketing platforms is a plus.

Benefits
• Competitive salary: $28.00/hour - $40.00/hour based on location and qualifications.
• Comprehensive benefits package, including medical, dental, and vision coverage.
• 401(k) plan with company match.
• Flexible time off policy and paid holidays.
• Opportunities for professional growth and development.
• A supportive and inclusive work environment.

About Calm's Pay Model
Calm uses a geographic pay model, determining salaries based on the location where an employee resides. For this position, the base pay range across Calm's pay tiers is $22.00/hour - $35.00/hour. The base pay range represents the low and high end of Calm's salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which include the successful candidate's geographic location, skills, experience, and other qualifications.



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