Calm
Our mission is to make the world happier and healthier.
Remote
Remote

Customer Experience Lead at Calm

| Remote
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Who We Are: 

At Calm, we have a simple, albeit BIG mission: to make the world a happier and healthier place. Through our website, blog, and app—filled with meditations, sleep stories, music, movement, and more—we’re redefining what mental care looks like in 2021 and beyond. With over 100 million users worldwide, 100,000 new users daily, and our growing partnerships with major companies, we’re having a positive effect on more and more people each and every day. And while the heart of Calm is digital, we are growing and expanding offline with a variety of products and services to help deliver on our mission of health and happiness, the world over. 

What We Do:

The Customer Experience Team’s mission is to empower Calm's community to lead happier, healthier lives through extending the Calm experience beyond the product. For our customers, we provide resources both proactively and reactively, while also advocating on their behalf to the wider company. For ourselves, we foster a nurturing and growth-minded environment, allowing us to reflect kindness and care back out into the world.

What You’ll Do:

Calm’s Customer Experience Department is looking for a CX Lead who loves making a difference through their work and seeking out ways to improve the user experience. Our Lead is tasked with mentoring individual Agents and Specialists through helping our D2C members engage with our products, as well as managing documentation and process improvement projects. You’ll work closely with CX leadership to represent the voice of the customer and facilitate visibility between CX and our cross-functional partners, including Consumer Product and Marketing teams. 

  • Coach and train CX team Agents and Specialists and manage our quality assurance program
  • Creatively resolve sensitive and complex support requests efficiently while maintaining quality and empathy
  • Collect and use support request data to keep cross-functional partners abreast of customer insights
  • Be an expert in Calm’s products and operating platforms. Document and communicate upcoming changes to the CX team
  • Identify indicators of emerging customer and team pain points and propose solutions to help resolve
  • Implement and document new guidelines and best practices across the CX team in partnership with management
  • Maintain internal and external knowledge bases
  • Facilitate visibility and communication between agents and management
  • Be willing to work on-call some weekends in order to assist our weekend agents and to respond to production issues

Who You Are:

  • Minimum 2 years of experience in customer service roles using ticketing software with 1 year owning projects and facilitating team operations beyond answering tickets
  • You’re a leader - someone who inspires, motivates and coaches the team 
  • Autonomous worker who takes responsibility for prioritizing and completing projects
  • Proactively offers feedback to managers and advocates for process improvements 
  • Exceptional written and verbal communication skills with a solutions-oriented approach
  • Enthusiastic about highly organized, user-friendly, and detail-oriented documentation
  • Growth mindset: cares about not just making sure the work is done, but that it’s done well; always seeking ways to do things better through asking for advice and feedback
  • Flexible and able to switch between tasks/projects when new needs arise
  • Emotionally aware and inspires the team to live up to our mission and values
  • A passion for wellness, meditation, and mindfulness

Nice-to-Haves: 

  • Experience supporting a mobile app and/or subscription-based product
  • Familiarity with the tools we currently use: Zendesk, Stripe, Braintree, Atlassian Suite, Asana, Amplitude, and basic SQL queries

We believe that mental health is health, and every person should be considered in the discussion. That’s why we’re proud to be an equal opportunity workplace, committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law.

Calm is deeply committed to diversity, equity and inclusion, both in our hiring practices and in our experiences as a Calm employee. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. 

Calm is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please inform Calm’s Recruiting team if you need any assistance completing any forms or to otherwise participate in the application process.

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Technology we use

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What are Calm Perks + Benefits

Calm Benefits Overview

We're committed to supporting our team in every aspect of their personal and professional lives. That goes way beyond 'perk's. We'll cover 100% of your health, dental, and vision, and give you monthly stipends for your fitness and wellness routines too. When we say PTO is Take What You Need, we really mean it, whether that's a mental health day, or a trip around the world. Your home office should be as functional and inspirational as your office office. We'll give you a WFH stipend to help. Your family is a vital part of community too. That's why we offer baby bonding leave to all salaried employees. Calm can only grow if you do. We offer a great salary, equity, 401(k), and even a generous extended learning budget. Our calendar of (virtual) social events ensures you always feel part of, and close with, the team, no matter where you are.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
100 dollar wellness
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Fitness Subsidies
To celebrate how Calm is working to make the world happier and healthier, employees are given the benefit of a $100 monthly wellness stipend to put toward their own happiness and health.
Home Office Stipend for Remote Employees
Calm provides a $750 work from home budget to go towards creating a more comfortable and productive home workspace.
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Paid industry certifications

An Insider's view of Calm

How would you describe the company’s work-life balance?

We’re a hard-working, collaborative team with ambitious goals, but Calm understands the importance of individual well-being and how that impacts how we show up at work. Calm fosters a supportive, remote-first culture that enables us to meet both our professional goals and personal interests.

Katrina

Lead Product Manager

What are some things you learned at the company?

The most important thing I’ve learned at Calm is how to evaluate and scope a project so that it regularly delivers value for our company and stakeholders. As an engineer, it helps us prioritize when there’s a lot to do, effectively weight tradeoffs and evaluate requirements so i can see my contributions and feel proud of them.

Kamla

Data Engineering Manager

How do you empower your team to be more creative?

By making our team a safe space for creative ideas!
Within engineering, I help drive and facilitate projects that make our team happier and more productive! For example: making our interview process more junior friendly, improving our remote onboarding, and addressing tech debt etc.

Ellen

VP, Engineering

What is your vision for the company?

At Calm, we're working to scale up on everything we do across the company, from Engineering to Marketing to Content. We're also making sure that as we scale, everyone on the team is able to grow in their career, take risks, and have a huge impact.

Tyler

Principal Engineer

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