Calm
Our mission is to make the world happier and healthier.
San Francisco, CA

Customer Support Representative

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We have a simple mission at Calm: To make the world a happier and healthier place.

The heart of Calm is digital but the brand is expanding offline into a variety of products and services that bring more peace, clarity and perspective into people’s busy lives. We are building Calm into the Nike of the Mind. We believe Calm can become one of the most valuable and meaningful brands in the world.

Over 50 Million people have downloaded the app and we are growing by 85,000 new downloads a day. The company is profitable and headquartered in San Francisco, CA.

Calm was co-founded by Alex Tew (Million Dollar Homepage) and Michael Acton Smith (Mind Candy, Moshi Monsters, Firebox).

Mission

Calm's new Customer Support representative will join our in-house support team, helping users of varying levels of tech-savviness engage with our app and website. You are a guardian of our entire user experience, tasked with ensuring prompt attention, friendly communication, and thoughtful resolution of all user interactions. You are driven to go the extra mile to make an experience special, and are able to inspire that drive in others. You are comfortable adapting to our ever-shifting priorities as we support rapid growth and change in the product. You love making a difference through your work, and are always looking for ways to improve the user experience.

What You'll Do

  • Ensure each user’s support experience is of the highest possible quality - go above and beyond for our users at every opportunity
  • Respond to support tickets efficiently while maintaining quality and empathy
  • Identify patterns in bug reports and feature requests and escalate appropriately
  • Own the tickets assigned to you and help maintain other ticket queues
  • Sort and assign support tickets by priority and content
  • Keep internal and external knowledge bases and documentation up to date
  • Complete other support-adjacent projects, such as disputed charges and application store reviews
  • Proactively assist our other agents with responding to tickets and identifying issues
  • Suggest guidelines and offer new best practice ideas for our support team
  • Volunteer for tasks rather than waiting for them to be assigned
  • Work autonomously and take responsibility for completing projects 
  • Be an expert of Calm's operating platforms and features

Who You Are

  • A kind and empathetic leader
  • Exceptional communicator, both written and verbal
  • Your positive attitude is able to manage and resolve conflict with ease
  • Both a team player and an autonomous worker
  • Strong problem-solving aptitude
  • Receives and offers feedback willingly
  • Highly organized, detail-oriented, and proactive
  • Enthusiastic about documentation and improving training processes 
  • Flexible and able to switch between tasks/projects when new needs arise
  • Proven experience with Zendesk or equivalent customer support ticketing platform
  • Experience with JIRA, Confluence, Stripe, and basic SQL queries a plus
  • A passion for meditation and mindfulness
  • Availability to work on-call some weekends (typically about 3 hours of work)
  • Able to work in San Francisco

Benefits

- Competitive salary and equity

- Take what you need PTO

- We pay your medical, dental, & vision insurance premiums

- 401K

- Commuter benefits

- Life insurance and disability benefits

- Apple equipment

- Fun, energetic work environment, and daily perks - snacks, drinks, catered lunch twice a week

- Opportunity to work with a product focused on making the world happier and healthier

And much more!

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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
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
100 dollar wellness
Financial & Retirement
401(K)
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Fitness stipend
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
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Paid industry certifications

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