Customer Support Teamlead (L2)

Simple is a wellness app designed to help anyone achieve health through good nutrition. It uses AI, personalization, and science-backed approaches to guide users on a journey of building healthy habits.

We’re consistently topping app charts in the U.S., Canada, and Australia, also expanding into European and global markets −  Simple has already surpassed 12 million downloads. Simple is also part of the Palta ecosystem, one also housing Flo Health, Zing, and Prisma, and receiving $100 million in funding in 2021 − in a nutshell, we’re one of the fastest-growing health tech brands around.

Our philosophy is simple: our people are our core and our most valuable asset. As we continue to expand, we’re looking for more amazing and talented people to join our global and remote-friendly team. Currently we are looking for Customer Support Team lead (L2 team). 

Major responsibilities:

• Coach and develop a small support team (the 2nd line team);
• Actively work on improvements in the processes, workflows and the level of the services to our customers based on metrics and quarterly targets;
• Manage the end to end process of issue resolution for our users;
• Respond to customer complaints and solve complicated cases;
• Identify, investigate and resolve issues in partnership with our product, development, growth and QA teams, enhancing overall product quality;
• Build strong relationships with relevant internal stakeholders to create and maintain processes for the L2 Team to work effectively and efficiently cross functionally;
• Develop and maintain documentation for team activities, including team processes, best practices, initiatives and FAQs;

What we’re looking for:

• In-depth understanding and proven expertise in the customer service, especially in mobile products, fintech or e-commerce;
• Have a passion for delivery and exceptional customer experience, along with meeting tight deadlines and monthly targets;
• Possess good people management skills, demonstrate empathy, deliver difficult conversations, and excellent listening skills;
• Previous experience working as a Team Lead of a support group or a senior specialist with people management duties;
• Knowledge of Zendesk, Intercom or any similar tools;
• Strong analytical and reporting skills. Ability to evaluate the work of the customer service team using metrics;
• Excellent negotiation and relationship building skills;
• Comfortable with working within fast-paced environments, delivering multiple simultaneous projects;
• Having some experience working with billing inquiries would be a plus;

Perks and benefits: 

• A competitive salary package commensurate with experience; 
• The opportunity to work on an amazing mobile product with strong growth
• Remote, in-office, and hybrid options (at select global locations) − we care how well you work, not where you’re at.
• Work from home, a coffee shop, or one of our offices
• Free, healthy snacks for in-office days
• Top technical equipment − basically, whatever you need to be happy and productive
• Health insurance and life assurance, plus relocation programs
• Open-minded teams, a welcoming and inclusive company culture, plus the opportunity to make a real difference with a game-changing health tech product