Customer Care Agent

Natural Cycles°

Customer Care Agent supporting Cyclers with app functionality and inquiries. Working remotely to troubleshoot issues and ensure user satisfaction.

Posted 5/12/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Support Cyclers and prospective Cyclers via email across a wide range of topics, including app functionality, subscriptions, devices and integrations, and shipping/logistics
Independently troubleshoot complex user issues, particularly those involving connected devices, app behavior, and integrations—owning each case from first contact through resolution
Manage and prioritize multiple conversations, ensuring timely follow-ups and no detail falls through the cracks
Navigate multiple tools and communication channels (including Slack) to track updates, gather information, and collaborate on ongoing user cases
Communicate in a way that is warm, clear, and efficient—balancing empathy with precision
Follow established processes while confidently adapting to edge cases and new scenarios
Meet individual and team performance goals, including volume, CSAT, and response times
Capture patterns, recurring issues, and insights to help improve our product and internal workflows
Maintain up-to-date knowledge of our product, systems, policies, and ongoing initiatives

Requirements

What you’ll need

You’re both kind and highly effective—you know how to deliver a great experience while staying focused and efficient
You consistently assume positive intent in others
A strong written communicator who can distill complex or technical information into clear, actionable guidance
A proactive problem-solver who doesn’t just respond to questions, but anticipates needs and drives issues toward resolution
Highly organized, with a strong ability to prioritize, track, and follow up on multiple conversations and moving pieces at once
Comfortable working across tools and threads, keeping context intact even as information evolves
Technically confident—you enjoy troubleshooting apps, integrations, and wearable devices
Detail-oriented and reliable, with strong ownership over your work
Experienced in customer support, ideally in a fast-paced, high-quality environment (healthcare or insurance experience is a plus)
Motivated to grow in the role and build deep expertise over time
Able to work Sun-Thurs, sometimes on holidays, fully remote
Bonus: Portuguese language skills are a plus, but not required

Benefits

Comp & perks

Flexible work arrangement - you will be part of a team that values effective collaboration and transparent communication, irrespective of work location
Professional development - you will collaborate with industry leading developers, promoting continuous growth and skill enhancement
Modern technology - you will leverage innovative technologies and tools, within an environment that empowers you to contribute ideas and take ownership of your work
Impactful projects - you will contribute to groundbreaking projects that redefine industry standards and create tangible value
Commitment to quality - you will join a dynamic and progressive organization that prioritizes profitable, long-term product development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingapp functionalityintegrationsshipping logisticscustomer supportproblem-solvingtechnical communicationdata analysisuser experienceperformance metrics

Soft Skills

effective communicationempathyorganizationprioritizationattention to detailreliabilityproactivityadaptabilityownershipcollaboration