Junior Customer Care Specialist - Part-Time
Lose It! was created with the goal of helping members reach a healthy weight by providing them with the tools they need for success. As one of the first apps in the App Store and an early pioneer of calorie counting, Lose It! has spent the last decade helping more than 40 million members lose more than 100 million pounds and counting.
We are looking for a quick-learning, friendly, patient individual to join our Customer Care team. This is a part-time (10-15 hours per week) remote position. If you're already a Lose It! user (or are willing to learn the product), and think of yourself as tech-savvy, helpful, and empathetic, we want to speak with you.
As a Customer Care Team member, you represent our brand and directly connect Lose It! members and the rest of the company.
In this position, you'll be working directly with Lose It! members via email. Critical to your success is an understanding of our workflows, policies, and processes and the ability to adapt to evolving business needs.
Core Responsibilities

• You'll interact with customers via an email ticketing system.
• Work closely with other Customer Care team members to resolve customer issues and questions.
• You'll handle customer support requests related to account management, product subscriptions, purchasing/refunds, and escalating cases beyond your purview.
• During training (approx 30 hours), we expect you to learn quickly and demonstrate comprehension of core skills. We'll be here to support you along the way!
• Once fully trained (3-4 weeks), we expect you to send 40+ emails per shift.
• You can work at least three, four-hour shifts per week (including two weekend shifts per month). We can work with you to figure out a schedule that works with your lifestyle, but it must be consistent.
• You can complete 30 hours of training in the first ten business days of employment.

Following a 90-day ramp-up period, you'll be eligible for part-time benefits, including paid sick time, company events (if you're local to the Boston area), and access to our yearly profit-sharing program.
Compensation for this part-time position is $17 per hour. There is room for growth (more hours, increased scope of customer support topics) for employees who perform above average in terms of more hours and increased pay. These advanced support paths are available for employees who grasp concepts quickly and want to expand their scope.
What do we look for in a team member?

• Tech-savvy individuals; you don't need to know how to code, but you should be comfortable using computer software.
• Excellent written English skills (the primary channel of communication is email, so you need to be very comfortable with writing)
• Those who find it easy to navigate smartphones and mobile applications
• People who are motivated to help others - you'll be working directly with our most valuable asset, our users, and we treat them with kindness and empathy

Are you a good match for this role?
If the following descriptions apply to you and how you work, we want to hear from you!

• You are an A+ communicator with top-notch written English skills
• You learn quickly and can apply concepts and past experiences to current situations
• You're able to take direction and feedback from teammates and managers
• You can empathize with upset customers and show patience and understanding when dealing with frustrated people
• You're able to problem-solve but willing to ask questions or get help when you're stuck
• You can commit to at least 12 hours per week (more hours may be available seasonally)
• You can stay focused and on-task without lots of micromanagement
• If applying as a remote employee, you can commit 100% of your focus during your shifts to the responsibilities of the role. Experience with successful remote work is a plus.

Let's Talk
Want to learn more about us beyond what you're reading, come talk to us and find out firsthand what it's like to work at Lose It! We encourage you to reach out to some of our team members to learn more about us. We are open, transparent and honest about who we are.
How to Apply
At the core of our mission, benefits, and mindset, we are here to help our customers. If you're ready to create great products with a real impact on real people, we may be the company for you. Send us an email with your resume and cover letter to our jobs email: [email protected] and include the position title in the subject field. In your cover letter, be sure to include relevant experience and why you want to work at a leading health and fitness app company! Bonus points if you have these additional qualifications: you already know and love the Lose It! platform and/or you have experience in identifying, testing, and documenting software issues.
What We Have to Offer
When we are together in the office, it's in the heart of downtown Boston in a modern workspace which matches our personality. We have the energy of a start-up culture but with the stability of a profitable business with plans for the future. It's never been a more exciting time to work in tech - come share in our success.
Some additional offerings for our part-time employees:

• Flexible working hours to support a balanced approach to work and life
• Eligibility for the Bonus Program
• Company swag
• Company events when applicable
• Casual dress code

EEO Statement
Employment at Lose It! is based solely on a person's qualifications. Lose It! does not discriminate against any employee or applicant because of race, color, religion, national origin, age, sex, marital status, ancestry, alienage, citizenship status, ethnicity, partnership status, caregiver status, physical or mental disability, veteran status, political affiliation, or union membership, gender identity, sexual orientation, gender expression, genetic information, or any other characteristic protected by federal, state or local laws. We are committed to maintaining a respectful work environment and will not tolerate discrimination or harassment of any kind. Violation of our Anti-harassment policy will result in disciplinary action up to and including termination of employment.