Customer Support Associate – Fixed Term Contract

At Feeld, we are creating a world where where everyone is more intimately connected to each other and themselves. We are building an inclusive, human-centred product and are looking for a Customer Support Associate to become part our remote team and our mission to elevate the human experience of sexuality and relationships. This is a full-time fixed-term contract ending on December 31, 2024.

The purpose of the Customer Support Associate is to provide our Members the best customer service experience at Feeld. As an outward facing role, communications are expected to protect the brand image while still reflecting the human side of Feeld. Through excellent communications, responses, and cross-functional cooperation, the Customer Support Associate will ensure our Members have a positive experience on Feeld.

What you will do:

• Engage with Members:
• Demonstrate empathy and efficiency in Member interactions.
• Maintain Feeld brand voice and values throughout customer interactions.
• Demonstrate high understanding of data privacy.
• Resolve Issues:
• Address and resolve Member issues, concerns, and complaints, ensuring high levels of Member satisfaction.
• Share feedback with support leadership in cases where resolution pathways are suboptimal.
• Collaboration:
• Work closely with the Support, Social, and Product teams to relay Member feedback efficiently.
• Escalate Member issues to product team to ensure that in-app experience is constantly improving.

Requirements

About you:

• You have strong communication skills, both written and verbal.
• You demonstrate knowledge of good data privacy practices.
• You can manage multiple tasks in an ever-changing environment.
• You have experience in customer support (bonus if you’re familiar with Zendesk).
• You display empathy and patience when dealing with Member inquiries and issues.
• You are able to articulate and document operational needs.
• You are confident working independently and as part of a remote team.
• You are resilient; possessing the ability to adapt and tolerate stress
• You have the ability to organise, prioritise and plan work
• You are enthusiastic and maintain a positive attitude

Bonus points:

• You are familiar with Feeld’s mission and community.

Benefits

About us:

Feeld is an independent, experimental and fully remote organisation reshaping the dialogue on dating and sexuality. The company was founded in 2014 and has evolved since to become the open, distributed structure it is now. We have a naturally agile and fluid culture. The whole team is fully remote, which means you work where and when helps you perform at your best. We regard autonomy highly and treat our organisation as a product – we iterate, improve and test things internally to see what works best for everyone.

Our culture:

We believe in creating a safe work environment through humanity, fluidity, safety, transparency and progressiveness. When hiring, we look for culture add rather than culture fit.

Because we are a fully remote team, it’s especially important that we create an environment where our colleagues feel included and connected as humans.

Diversity, equity, inclusion and belonging at Feeld:

Feeld promotes open-mindedness, inclusion, diversity and kindness, both in the world and among our own workforce.

We encourage and welcome applications from people with a history of marginalisation, whether because of race, gender expression or identity, sexual orientation, neurodivergence, national origin, disability (seen or unseen) or any confluence of intersectional identities.

Our goal is a barrier-free application process and working environment. If you require further details or assistance or have any questions about this process, please let us know at hr@feeld.co.

Compensation and perks:

We are conscious of how our work and decisions impact other humans and the environment. We design our product and organisation with consideration for the wellbeing of our members and colleagues. Feeld’s way of working is designed to proactively prevent burnout and an “always on” culture. We believe in technology and working environments that enable people to live a meaningful, fulfilled life.

Therefore, we offer our staff:

• Flexible working hours
• A fully remote working situation
• On demand therapy sessions and mental health support via Spill

Our compensation system is one of the ways we work to uphold equity and inclusion at Feeld. Just as we strive to enable honest expression on our platform, we strive for openness of information within the organization. Internally, we keep decision-making transparent to keep each other accountable and make sure all voices are heard.

That is why we offer:

• A compensation system that is transparent, honest, and equitable.
• At Feeld we believe all humans deserve to make a competitive wage. That’s why we offer a Baseline Freedom Salary of £60,000 GBP per year.

Estimated compensation for this role:

• The total cash compensation for this role is our Baseline Freedom Salary of £60,000 GBP / $78,000 USD per annum.

Our interview process:

• Your first conversation with Feeld will be a screening call with our recruiter, where you’ll be able to ask – and receive answers – regarding any general questions you have and to confirm the role is a fit for what you’re seeking.
• Your second conversation will connect you directly with the hiring manager for the role you’re applying to. Here, you’ll have a chance to ask more questions about the work you’ll be doing. This conversation will also focus on your past work experiences.
• The next step for most of our roles is a candidate challenge. This is an evaluation of the skills relevant to be successful in this role and generally takes about an hour to complete.
• Your third conversation allows you the opportunity to meet the team members you might be working with on a daily basis. Here, you’ll be able to ask questions about team processes, workflow, and the employee experience at Feeld.
• We generally make an offer within 2 weeks of our final call, and offer a flexible start date that can begin as early as the next Monday after you sign our offer documentation.
• Of note: all of our interviews are conducted remotely, and our interviewers will work with you to find an agreeable interview time based on mutual availability.

We understand we’re asking you to invest your time and best efforts in our process, and are appreciative of getting the chance to better know who you are as a person and candidate. In return, we’re committed to offering transparent communication and prompt feedback as you navigate this application with us.

To find out more about Feeld, download our app (available on iOS and Android).