Customer Care Advisor - contract
Elvie, United Kingdom
Job Description
Life at Elvie - Meaningful work. Exceptional people
We develop extraordinary and smart technologies designed to improve the lives of women. It's a fascinating and challenging area that requires us to solve the problems that no one else has ever tackled before.
Our first product, Elvie Trainer, is an award-winning app-connected trainer that helps women strengthen their pelvic floor muscle via fun, five-minute workouts. It took the wellness industry by storm and is now available via the NHS Supply Chain. Our street cred is backed up by more than 12 awards for innovation and design, including the prestigious Red Dot Award and an IDA Design Award.
Our second innovation: Elvie Pump, the world’s first silent hands-free, wearable breast pump, has received international praise, including being listed as one of the Times 100 best inventions in 2019 and ‘Best of the Best’ at the Red Dot Awards 2020.
Our 3rd amp; 4th innovation: Elvie Catch and Elvie Curve launched on 7th October 2020. Elvie Curve uses natural suction to gently express milk during let-down while feeding or pumping from the other breast. It is small, compact, and securely worn in-bra. Elvie Catch, "Stops your leaks, not your day" is a set of two breast milk collection cups with slip-proof silicone skirts designed for total comfort and confidence. Discreet and fuss-free.
Elvie has received more than 30 awards, including being named one of 15 startups To Watch by The Sunday Times and ranked as the 6th fastest growing business in the UK by SyndicateRoom in 2019. Tania Boler has recently been rated as the 8th most influential person shaping British technology in 2019 by Business Insider and both products have been featured in the Oscar Nominee Gift Bags. In April 2019, Elvie announced a $42 million Series B, the largest ever fundraise in Femtech.
How do we like to work?
You will be surrounded by people who want to improve everything and everyone around them. People who are passionate about our mission. People who are driven to solve tough problems and constantly consider the best ways to improve the health and wellbeing of women.
We're deeply proud of our values, which are intrinsic to the way we behave every day. We take them seriously because we want our culture to thrive:
- We’re fearless - We tackle taboos and break boundaries, requiring sensitivity and courage.
- We’re innovators - We are passionate, curious and data-driven. We are constantly learning how to work smarter, faster and better. Always embracing change and innovation.
- We’re in it together - Together, we are constantly learning, embracing change and seeking innovation, whilst having fun along the way. We stay authentic and embrace our differences.
About you
Reporting directly to the Head of Operations, you will design and deliver a multisite people centric operation to support and exceed group targets. In this role you will be supporting organisational growth and ensuring premium delivery of our product portfolio to our global customer base. You will be value focused and results driven, and shape operational infrastructure within the business as we continue to scale.
You are a strong collaborator with excellent communication, analytical and influencing skills who enjoy working in a fast paced environment where not one day is the same. You are an experienced supply chain professional with a natural acclimation to cross functional working and stakeholder engagement. You will be an expert on the field of global fulfilment, preferably managing multisite third party logistics providers.
Please note: This is a Contract position for 2 months.
What you’ll be doing
You will be responsible for supporting customers based in the US via email, as part of a user trial which will last 5 weeks:
- During your first week at Elvie, we will introduce you to our products range and make sure you are fully trained to be able to support our customers, covering the how to questions, maintenance tips and technical troubleshooting. We will also train you on our CRM and ordering system, which you will use to receive and respond to queries.
- During the user trial (5 weeks), you will be responsible for all email incoming queries from our users
- You will respond to all queries in a timely manner, ensuring quick and efficient resolution of any issue or question raised by our customers
- Using our CRM system, you will qualify and categorise the incoming queries (type of issue, type of resolution, etc)
- You will work closely with the extended Customer Care team and the Product team to raise any new/unusual issue and find an appropriate resolution for the customer
- You will highlight any technical issue or question for which additional support content is required