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Take A Deep Breath, Mama. We’re So Glad You’re Here.

Customer Support & Happiness Representative

Author:
By larisa

Customer Support & Happiness Representative

 

This is a remote contract role through the duration of the year, with the potential for full-time hire
15-20 hours/per week to start
Pay range: $20-$25 per hour

Description:

You may have heard people say that becoming a mother is one of the best and most blissful times in a woman’s life. But, if you are a mother, or are close to someone who recently became one, you may have a different perspective. While being a mother can be a rewarding experience, many mothers struggle with the overwhelming demands of caring for a newborn, child, or teenager. Mothers often sacrifice everything for their children; an unspoken expectation learned through their own perceptions and societal pressures.

Mothers are reporting feelings of anxiety and burnout at an alarming rate, even more so with the added stresses of the pandemic felt by families worldwide. Mindful Mamas is on a mission to change the way women think about motherhood—we believe that motherhood can be more empowering and enjoyable with a few key shifts. We are developing a product to better support mothers in their mental and emotional health, and are committed to making an impact on maternal wellbeing. We are a female-founded company focused on helping families thrive with the use of trauma-informed, evidence-based tools.

We are looking for a customer support representative who is passionate about our vision and excited to engage with mothers in our community. Mindful Mamas defines this support as technical, personal, and mental. The primary focus of this role will be to create and implement organizational systems for customer support, and to respond to questions, suggestions, technical issues, and feedback sent in by users on a day-to-day basis. This person will be a source of direct contact with our mothers and will represent our team in one-on-one communications with users.

Responsibilities:

  • Create, organize, and manage systems related to customer support

  • Build out customer support and customer success department as necessary

  • Maintain required materials for internal knowledge including training procedures, common responses, and trends in support

  • Daily Support Ticket Management

    • Make a best effort to respond to all support emails in a timely manner with adherence to the Mindful Mamas’ values

    • Keep an ongoing list of resources and direct users to helpful resources such as support lines, midwives, etc. when needed.

    • Organize and log suggestions, feedback, concerns, reviews, etc

    • Create and follow up with technical support tickets

    • Manage purchase concerns and/or refunds

    • Drive feedback loop by responding, tracking, and maintaining user communication

    • Manage and organize user-submitted stories, photos, reviews, etc

    • Follow up with users to request testimonials

      • Identify and document users to be acknowledged and/or celebrated

      • Present user data and feedback through reports and analysis

    • Contribute to product ideas/features with insights from user support/feedback

Preferred Qualities:

  • Experience with Zendesk or other customer support ticket management tools

  • Highly organized

  • Moderate technical skills

  • Passion for creating and managing systems

  • Ability to adhere to and enforce project timelines and scheduled deadlines

  • People-focused

  • Excellent communication and customer service skills

  • Articulate, with strong grammar and conversational writing skills

  • Desire to grow into a leadership role

  • Self-starter

  • Good at problem solving

  • Upholds the values of inclusion, equity, diversity, justice, compassion, and support

  • Well-versed in topics related to motherhood, mental health and wellness, social justice, and the world at large

  • Understands the issues mothers face (empathetic)

  • Comfortable with potentially emotionally-charged conversations

  • Highly organized (yeah, it’s so important we said it again)

  • Working knowledge of Google Drive

  • Access to stable internet

  • Experience or comfort working in a remote position

  • Comfortable reporting to a team

Our Dream Candidate:

  • Cares deeply about mothers

  • Excited about working within an impact-driven culture

  • Passionate about learning

  • Has a mindfulness practice

  • Interested in the mental health and wellness landscape

  • Open to differing opinions and approaches

  • Comfortable setting and maintaining boundaries with customers and team members

  • Fueled by connecting with diverse populations


How To Apply:

Forward your cover letter and resume to [email protected]

Please indicate the position you are applying for in the subject.


If you require reasonable accommodation in completing this application, interviewing, completing
any employment testing, or otherwise participating in this hiring process, please specify these
accommodations to [email protected]

Mindful Mamas is committed to diversity, equity, and inclusion, both in hiring and supporting our
employees. We encourage authenticity in an environment that embraces the unique
lived-experience of every team member.

Mindful Mamas does not discriminate based on race, religion, color, national origin, sex, sexual
orientation, gender identity, gender expression, age, status as a protected veteran, status as an
individual with a disability, genetic information, political views or activity, or other applicable
legally protected characteristics.