Описание

Welltory is one of the world's most popular health monitoring apps, combining biometrics, science, AI, and design to help people better understand their health and well-being. The company views support as a product growth engine and uses AI to automate tasks, scale communication, and improve user satisfaction. They are looking for a Customer Experience Manager to help users understand complex data, test AI-powered solutions, and improve user experience.

Обязанности

Help users via Intercom, email, app stores, and social media
Handle user requests related to subscriptions, data syncing, integrations, and more
Work hands-on with Megan, the AI support agent that already resolves over 60% of conversations, review and rate its answers, test new prompts and pipelines, and find where it fails
Automate workflows using no-code tools like n8n
Improve key support metrics: reduce churn and refunds, speed up resolution time, and boost response quality
Handle sensitive conversations with care: users with chronic conditions, health anxiety, and privacy/data-deletion requests (GDPR)

Требования

3+ years of experience in customer support, customer success, or operations, ideally in tech products where user experience and metrics matter
Ability to handle technical requests, from bugs to subscriptions and data source syncing
Hands-on experience with AI tools, LLMs, and automation
Comfortable working with product, engineering, and AI teams
Excellent English skills, both written and verbal, and the ability to write clear, informative messages
Solid grasp of user psychology and a knack for solving complex cases
Ability to break down complex topics into plain, user-friendly language
Tech-savviness and curiosity: enjoyment in figuring things out
Interest in wearables and health data (HRV, sleep, stress) to explain user numbers and dig into complex issues
Comfortable with data: Amplitude/Metabase dashboards, basic SQL or Python, working with APIs

Условия

Flexible hours and a high-trust culture, focused on results
Competitive salary, performance-based bonuses, and stock options
Access to a therapist and employee support program
Health insurance
Support for personal learning and development
Unlimited vacation policy
Culture of openness, honesty, and high standards

Процесс отбора

You'll receive an email with a 30-minute questionnaire to share contact details, resume link, and experience; every application is reviewed
Next steps, if a good match: Test assignment
Next steps, if a good match: Culture Fit interview with HR
Next steps, if a good match: Technical interview with the hiring manager