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

Customer Experience Specialist 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 Specialist to help our D2C members engage with our products through providing exceptional customer support, as well as contribute to 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. 

  • Ensure each user’s support experience is of the highest possible quality through providing personalized, efficient, and empathetic replies 
  • Confidently answer escalated customer inquiries or route them to the agent best equipped to respond
  • Be an expert of Calm's operating platforms, features, and available documentation
  • Identify patterns in bug reports and feature requests and escalate appropriately
  • Own the tickets and tasks assigned to you, and thoughtfully prioritize them based on the evolving needs of the team
  • Write internal and external knowledge base articles as well as canned responses to common inquiries both proactively and as assigned
  • Assist with support agent on-boarding, training, and quality assurance
  • Suggest guidelines and offer new best practice ideas for the support team

Who You Are:

The ideal Customer Experience Specialist for Calm loves making a difference through their work, brings a passion for meditation and mindfulness, and is always looking for ways to improve the user experience. They have previous experience providing customer support for a tech company and enjoy helping users of varying levels of tech-savviness engage with technology. They are someone who… 

  • Has exceptional written and verbal communication skills with a solutions oriented approach
  • Is able to turn a negative into a positive through effort and consideration
  • Works autonomously and takes responsibility for completing assigned work 
  • Volunteers for tasks rather than waiting for them to be assigned 
  • 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
  • Willing to work on-call one weekend per month in order to assist our weekend agents and to respond to production issues

Nice-to-Haves: 

  • Experience supporting a subscription-based service with in-app purchases
  • 1-year working with Zendesk or a similar ticketing platform
  • Other helpful tech: JIRA, Confluence, Asana, Stripe, Braintree and basic SQL queries a plus

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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  • Product
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
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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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