About the Member Experience Detective at Headspace:

Headspace is looking for a caring, driven and curious individual to join our global Member Experience team as a Member Experience Detective. In this role, you would not only be responsible for engaging and helping our members successfully navigate through their Headspace Journey, but should also feel comfortable working closely with other teams across the organization, as an advocate for our community. 

This is not your typical customer support role - as our members’ needs evolve, so do we. This is an ever-evolving, fast-paced, world-class team that’s not satisfied with the bare minimum or the norm. We think outside of the box and are a compassionate and savvy team who are deeply passionate about our mission - helping improve the health and happiness of the world. 

How your skills and passion will come to life at Headspace:

• Support our community via email, live chat/messaging, voice and social media channels with a variety of questions and issues 
• Proactively and confidently take on challenges, research information, troubleshoot problems and creatively deliver results
• Work closely with our members and the Member Experience Team to help identify and escalate issues to the appropriate teams 
• Advocate for our community by bringing to light customer needs and pain points

What you’ve accomplished:

• You truly care about people, therefore, you genuinely care about customers. You can take on escalated issues and find creative solutions for our community. 
• You have at least 3 years experience in a customer service/support environment and are passionate about creating an amazing customer experience. 
• You’re results-driven and excellent under pressure - you can immediately adapt in a fast-paced environment while handling escalated issues. 
• You’re articulate and enthusiastic, with a great eye for detail. You’re a great writer and have a thoughtful, creative and friendly writing style. 
• You’re not shy about digging into issues. You have strong critical-thinking and troubleshooting skills. 
• You have a strong technical aptitude and can pick up new technology quickly. 
• You are flexible and can work at least 1 weekend day, including some holidays. We operate 7 days/week, 365 days/year, including holidays. We do not offer Monday - Friday shifts. Shifts are typically Tuesday - Saturday or Sunday - Thursday. 
• *Not Required, but Big Plus*: You have a working knowledge of G Suite (Google Docs, Sheets, Slides) and helpdesk tools (Zendesk, Sprout, etc.). 
• *Not Required, but Big Plus*: You’re bilingual (can comfortably read, speak and write in another language). Headspace is available in multiple languages (English, German, French, Spanish and Portuguese). 

How we feel about Diversity & Inclusion:

Headspace is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace. 

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Headspace. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

How to get started:

If you’re excited by the idea of seeing yourself in this role at Headspace, please apply with your CV and a cover letter that best expresses your interest and unique qualifications.