Customer Happiness

Description

We're an affective computing company focused on human data analytics, with offices in Downtown Boston, MA and Milan, Italy.

Our mission is to provide intelligent technology that is friendly, caring and more human.We design and develop medical-quality wearable devices aimed to improve people's emotional well-being and save lives. Embrace2, our hero product, is the only wrist-worn seizure monitor cleared by the FDA, designed to help prevent SUDEP (Sudden Unexpected Death in Epilepsy).

We believe in a work environment that fosters autonomy, mastery and purpose. We are a team of passionate people from all over the world bringing high levels of creativity to our everyday work.

Watch the recent TEDx talk delivered by our Co-Founder and Chief Scientist Rosalind Picard to learn more about the history of Empatica and what drives our commitment to great work: https://www.ted.com/talks/rosalind_picard_an_ai_smartwatch_that_detects_seizures_and_saves_lives

The New Team Player

On the Customer Happiness team, you will be the ultimate person responsible for Empatica’s customer success! You will be required to work closely with various teams in Empatica, ensuring customer feedback is incorporated into our products, the communication with customers is handled with the highest quality and Empatica’s culture is embraced in every interaction.

You will be involved in:

• Guaranteeing high-quality service, providing help to customers, investigating and solving problems.
• Representing Empatica and our brand by supporting and engaging Empatica's followers throughout the company's social networks.
• Continuously monitoring, measuring and improving our customer satisfaction and community engagement.
• Analyzing quantitative and qualitative feedback, identifying trends and insights into user needs required to improve our products.
• Cooperating with the technical teams to produce easy-to-understand guides and articles (you can read our support center).
• Developing service procedures and standards.

Requirements

We're looking for people who are passionate about putting consumers first and helping them get the most out of our products.

The ideal candidate:

• Is fun and easy to work with
• Is empathetic, likes being helpful and understands the customer’s needs
• Is respectful and positive even in contact with difficult people, assertive when needed
• Is an excellent writer and communicator
• Is proficient in English (mother tongue is highly appreciated) and is fluent in more than one foreign language
• Is structured and is familiar with analytics and measurements
• Is tech savvy and has the ability to quickly master new tools and platforms
• Is familiar with processes for collecting user feedback and in translating them into actionable insights

Benefits

• Competitive salary
• The position is based at our office in Milan
• Macbook
• Flexible hours
• Free cookies, if you deserve them
• Much more...