Customer Experience Detective

| Santa Monica
About the Customer Experience Detective at Headspace:
Headspace is looking for a caring, driven and curious individual to join the Customer Experience (CX) team as a Customer Experience Detective. In this role, you would not only be responsible for engaging and helping our members successfully navigate through their Headspace Journey, but should also feel comfortable working closely with other teams across the organization, as an advocate for our community. 
This is not your typical customer support role - as our members’ needs evolve, so do we. This is an ever-evolving, fast-paced, world-class team that’s not satisfied with the bare minimum or the norm. We think outside of the box and are a compassionate and savvy team who are deeply passionate about our mission - helping improve the health and happiness of the world. 

How your skills and passion will come to life at Headspace:

  • Support our community via email, live chat/messaging, voice and social media channels with a variety of questions and issues. 
  • Proactively and confidently take on challenges, research information, troubleshoot problems and creatively deliver results.
  • Work closely with our members and the Customer Experience Team to help identify and escalate issues to the appropriate teams. 
  • Advocate for our community by bringing to light customer needs and pain points.

What you’ve accomplished:

  • You truly care about people, therefore, you genuinely care about customers. You can take on escalated issues and find creative solutions for our community. 
  • You have at least 3 years experience in a customer service/support environment and are passionate about creating an amazing customer experience. 
  • You’re preferably bilingual and at a C1 fluency level for both English and Spanish. 
  • You’re results-driven and excellent under pressure - you can immediately adapt in a fast-paced environment while handling escalated issues. 
  • You’re articulate and enthusiastic, with a great eye for detail. You’re a great writer and have a thoughtful, creative and friendly writing style. 
  • You’re not shy about digging into issues. You have strong critical-thinking and troubleshooting skills. 
  • You have a strong technical aptitude and can pick up new technology quickly. 
  • You are flexible and can work at least 1 weekend day, including some holidays. We operate 7 days/week, 365 days/year, including holidays. We do not offer Monday - Friday shifts. Shifts are typically Tuesday - Saturday or Sunday - Thursday. 
  • *Big Plus*: You have a working knowledge of G Suite (Google Docs, Sheets, Slides) and helpdesk tools (Zendesk, Sprout, etc.). 

How to get started:
If you’re excited by the idea of seeing yourself in this role at Headspace, please apply with your CV and a cover letter that best expresses your interest and unique qualifications.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • SwiftLanguages
    • MicroservicesLanguages
    • TypescriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MySQLDatabases

Location

Headspace is located in the heart of Santa Monica on Michigan and Cloverfield. Bergamont train station is right behind our office.

What are Headspace Perks + Benefits

Headspace Benefits Overview

Unlimited Time Off
Lifetime Headspace Subscription
$500/year learning and development budget
$75 gym stipend
Daily catered lunch and fully stocked fridge
Parking
Full Medical, Dental, Vision Coverage
Voluntary Coverage
Basic Life AD&D
Flexible Spending Account
401k
Commuter Benefit

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
$75 gym stipend each month
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Unlimited Paid Time Off Poilicy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
$500 Conference budget
Tuition Reimbursement
Diversity Program

Additional Perks + Benefits

Quarterly Hackathons. Optional group meditations daily. Competitive salaries. Unlimited PTO. Daily catered lunch.

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