Customer Care Agent

Natural Cycles

12d•Remote

About The Position

As a Customer Care Agent at Natural Cycles, you will be the voice of the company, assisting users with app navigation, understanding their cycles, and providing reassurance. This role is crucial in shaping the user experience and ensuring customers feel informed, supported, and confident. It involves building trust, delivering clarity, and creating a supportive, human experience at every touchpoint. The position is based on the U.S. East Coast.

Requirements

Kind and highly effective demeanor, delivering a great experience while staying focused and efficient.
Consistently assume positive intent in others.
Strong written communication skills, able to distill complex or technical information into clear, actionable guidance.
Proactive problem-solver who 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.
Comfortable working across tools and threads, keeping context intact even as information evolves.
Technically confident, enjoying troubleshooting apps, integrations, and wearable devices.
Detail-oriented and reliable, with strong ownership over work.
Experienced in customer support, ideally in a fast-paced, high-quality environment.
Motivated to grow in the role and build deep expertise over time.
Able to work Sun-Thurs, sometimes on holidays, fully remote.

Nice To Haves

Healthcare or insurance experience is a plus.
Portuguese language skills are a plus, but not required.

Responsibilities

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.