Member Experience, Senior Technical Support Specialist ( 6 month contract)

$68,000 - $75,000/Yr

Oura - San Francisco, CA

Full-time - Mid Level

Remote - San Francisco, CA

About the position

The Senior Technical Support Specialist at Oura is a short-term role focused on providing exceptional support to members experiencing technical issues with their Oura products. This position involves direct communication with members, troubleshooting technical problems, and collaborating with internal and external teams to enhance the overall customer experience. The role offers opportunities for professional growth and involvement in operational improvement projects.

Responsibilities

• Treat every member like a VIP, creating exceptional and personalized experiences
• Using data, provide feedback and actionable insights that will support the building of systems, tools and processes
• Work and collaborate with a talented team of professionals across different geographies to create an exceptional, unique, and positive customer experience
• Investigate, troubleshoot, and diagnose to resolve hardware and software technical issues
• Develop strategies for translating complex technical details/instructions to each member's level to ensure a solution
• Analyze and interpret member data trends and compare with member feedback to identify member errors and product malfunctions and create actionable solutions
• Collaborate with internal stakeholders on process, content and operational improvements
• Collaborate with, coach and support external partner agents to best support Oura members
• Support operation improvement projects
• Work with a passionate, fun, and supportive group of Oura advocates who are invested in the success of our members and our team
• Strive to become an expert on all things Oura

Requirements

• 3+ years of customer service experience preferred, ideally in a fast-paced start-up environment and/or in technical support
• Experience supporting a wearables or other consumer hardware/software products
• Preferred experience using Zendesk, the Atlassian software suite (Confluence, Jira, etc)
• Experience using data to identify and guide decisions
• Strong interpersonal skills and ability to build relationships with cross-functional stakeholders
• Exceptional attention to detail, outstanding time management, communication, and organization skills
• Ability to remain calm and effective under pressure
• BA/BS degree preferred but not required

Benefits

• Competitive salary
• Health, dental, vision insurance, and mental health resources
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave
• Amazing culture of collaborative and passionate coworkers