Senior Customer Experience Advisor (London-Fitzrovia)
Job Description
About Lingo
Meet Lingo, a new biosensing technology that provides users a window into their body. Lingo tracks key biomarkers – such as glucose, ketones, and lactate – to help people make better decisions about their health and nutrition. Biowearable technology will digitize, decentralize and democratize healthcare, enabling consumers to take control of their own health.
A New Category of Consumer Biowearables: Meet Lingo - YouTube
The opportunity
Personalised healthcare is the future. Working on Lingo, you will help build a next-generation technology that enables individuals to make decisions about how to improve energy, lose weight or enhance athletic performance. The Lingo team embodies a start-up culture and mindset with the backing of Abbott, a company with a rich history of healthcare innovation.Join us and grow your career as you help Abbott shape the future of healthcare.
The Senior Customer Experience Advisors will work from our Lingo office in London- Fitzrovia,
What you will do:
- Provide world class customer service via chat, social messaging, phone, email.
- As part of our escalation team, you will handle more complex and niche tickets to help support in putting the customer first.
- Support our VIP customers in every aspect of their journey.
- Be responsible for handling technical escalations and more advanced enquiries that are beyond the skills or knowledge of our tier 1 customer service team.
- Demonstrate your technical skills by performing product and device troubleshooting.
- Ensure the Help Centre is up to date by managing internal and customer-facing FAQs.
- Work with key stakeholders to resolve urgent issues quickly.
- Feedback and train the tier 1 team on any quality issues or new processes.
- Look for better ways to continuously improve the customer service experience and share new ideas.
- Be the voice of the customer for the growing business.
What you will bring:
- Prior experience in a senior customer support advisor or team leader role
- An attitude to roll your sleeves up within a new start up environment
- The ability to quickly learn new skills and technologies
- An ability to thrive in a fast paced and quickly changing environment
- Advanced technical understanding of iOS and Android operating systems, Bluetooth connected devices
- A genuine passion and drive to put the customer first
- Flexibility to the working hours while we figure out what our customers prefer
- Zendesk Experience or Salesforce would be beneficial
- Experience of mapping new process solutions would be beneficial
- Experience of supporting training would be beneficial
What we offer:
A unique opportunity with the positives of a start-up mindset and culture, but the strong benefits of a corporate brand. We offer a fantastic range of benefits including competitive salaries, private healthcare, life assurance and a flexible benefits scheme, as well as excellent development opportunities.