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Opportunities

Band Beta Customer Care Liaison (Contractor) at Owlet Baby Care
Lehi, UT, US
LOCATION: Lehi, UT (Remote work with 1-2 days/week at Owlet HQ in Lehi, UT for processing returned units)

HOURS: 15-25 hours/week

START DATE: Immediate (November 2020) through at least Summer 2021

PRIMARY RESPONSIBILITIES:

The overall responsibility of this role is to partner with the Owlet Pregnancy Band Product Manager and Customer Service team to solve customer issues and provide feedback to the product team to drive product improvements during the Band “Always On Beta.” Specific responsibilities include:

  • Onboard new beta customers, providing education via email and leveraging our CenterCode beta software
  • Answer customers’ technical questions about the product via email and phone/Zoom calls
  • Promptly handle and ship customer returns, refunds, and warranty replacements
  • Manage product QA and refurbishment process for returned units
  • Handle customer escalations promptly and with grace, partnering with Product Mgmt to respond appropriately
  • Own communication between the customer and Owlet engineers to assist the team in troubleshooting, debugging, and finding solutions to customer issues
  • Coordinate cross-functionally with multiple departments (support, clinical, sales, QA, engineering) to support Band product
  • Send feedback surveys and coordinate scheduling of customer feedback interviews with Product Mgmt and UX Designers
  • Create and maintain reports with customer feedback insights and trends, and present synthesized insights to Product Mgmt
  • Create content and maintain updates to product troubleshooting documentation and customer helpdesk articles
  • Maintain customer privacy throughout the process and share product feedback in confidential manner

 REQUIRED SKILLS AND QUALIFICATIONS:

  • 3+ years of Customer Service experience, preferably with a high-tech consumer product
  • Experience working with pregnancy/infants
  • Experience supporting iOS mobile application preferred
  • Strong writing skills and experience handling customer issues via email
  • Proactive with a bias for action
  • Ability to partner with business owners (e.g., Product Mgmt) and software and hardware engineers to interpret customer feedback
  • Experience with Google Sheets for reporting
  • Experience with collaborative project management tools, or aptitude for employing these tools

 

Owlet Baby Care, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.