Customer Support Specialist

Summary

Join Flo, the world’s #1 health app, as an independent contractor on our Support team! You will be responsible for responding to user inquiries via email, escalating issues, analyzing user needs, and contributing to process improvement projects. This role requires excellent English communication, strong problem-solving skills, patience, and a love of modern technology. The schedule is a rotating 2 days on, 2 days off pattern, with 12-hour workdays (including a break). The position offers a competitive salary, performance incentives, paid time off (including female health leave and enhanced parental leave), flexible work arrangements (including up to 2 months abroad), a 5-week sabbatical after 5 years, and various health and wellbeing perks. The ideal candidate will possess strong communication and problem-solving skills and a love of modern technologies. Knowledge of additional foreign languages is a plus.

Requirements

• Excellent command of English is a must
• Strong communication and problem-solving skills
• Patience and an ability to handle stress
• Love of modern technologies

Responsibilities

• Responding to user requests about the app usage in a timely and accurate way via email
• Escalating issues to the engineering team
• Identifying and analyzing user needs to provide insights to the product team
• Contributing to the projects that would help to improve our current Support processes
• Achieving and maintaining high answering speed and support quality results

Preferred Qualifications

Knowledge of one more foreign language will be a plus

Benefits

• Competitive salary and annual reviews
• Opportunity to participate in Flo’s performance incentive scheme
• Paid holiday, sick leave, and female health leave
• Enhanced parental leave and pay for maternity, paternity, same-sex and adoptive parents
• Accelerated professional growth through world-changing work and learning support
• Flexible office + home working, up to 2 months a year working abroad
• 5-week fully paid sabbatical at 5-year Floversary
• Flo Premium for friends & family, plus more health, pension and wellbeing perks