ABOUT ELO

Elo is on a mission to transform food from the leading cause of disease to medicine by pioneering a new category of Smart Nutrition products that are personalized, precise, and proactive. Leveraging easy and convenient at-home blood testing, activity metrics from wearables, and cutting-edge AI trained on over 3,000 scientific studies, Elo analyzes your health data to create personalized daily supplements, protein powder, and vitamin gummies—with exactly the right nutrients at the right doses—optimized for your unique needs and goals, delivered right to your door each month. Elo was founded in 2020 by veteran health and technology executives Ari Tulla (Nokia, Better Doctor), Tapio Tolvanen (Nokia, Better Doctor), and Miklu Silvanto (Apple, Bang & Olufsen), and backed by pro athletes and Silicon Valley luminaries.

Elo has also recently joined forces to create Luminary Vitamins. Luminary Vitamins nutrient gummies offers a separate line of supplements focused on each step of the reproductive journey. Designed by fertility doctors, these nutrient gummies include four stage-specific products: Create (preconception), Form (early stages of pregnancy), Flourish (later stages of pregnancy), and Nurture (immediate postpartum needs). As a Customer Support Representative, you will provide support for both Elo and Luminary Vitamins, ensuring a seamless experience for all our customers.

ABOUT THE ROLE

Our Customer Support Representatives balance technology, problem solving and empathy to provide great experiences to our customers. Our ideal candidate thrives in a fast-paced team environment, loves making connections, and is great with proactive problem solving and email interactions with customers. They are detail-oriented and incredibly organized, which allows for seamless follow-up and follow-through both internally and externally. They understand the importance of proactive outreach, timely resolutions, and are excited to join a growing start-up.

HOW YOU’LL HAVE IMPACT

• Provide front line customer support by handling general and technical inquiries via email, live chat, and in-app messaging with the primary focus being retention and upsell
• Troubleshoot product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Assist with customer communications by bridging the gap between our internal teams and our customers
• Recreate and report bugs and communicate updates to the customer
• Educate customers with product and service information
• Maintain financial accounts by processing membership adjustments, refunds, discounts, etc
• Collect and analyze customer feedback to identify areas for improvement and opportunities for new product development
• Track orders and perform quality assurance to ensure timely delivery and customer satisfaction
• Support outreach objectives, special projects, and other duties as assigned