About The Role
As a Customer Support Agent for Elfie, you will be an integral part of our team in Vietnam, ensuring that our users globally have a seamless experience with our mobile applications. You will specialise in one of three areas: gamification support, Elfie Classic, or Elfie Works, providing expert assistance and resolving user issues efficiently.
What We Offer
- A permanent global contract, with fiercely competitive salary
- Comprehensive private healthcare from day one
- Individualised career progression and development framework
- Hybrid working - 3 days in the office
- 14 days PTO, plus national holidays off
- Performance-related bonus paid twice a year; April and October
- Brand new MacBook and associated tech on day one
- An inclusive culture where everybody in the business has direct impact
What You Will Do
- Respond promptly to customer inquiries via chat, email, and instant messaging regarding Elfie's mobile app functionality and features
- Escalate complex problems to the appropriate teams and follow up to ensure resolution
- Troubleshoot technical issues and guide users through solutions in a clear, patient manner
- Escalate complex problems to the appropriate teams and follow up to ensure resolution
- Maintain high levels of customer satisfaction and meet time-to-resolution KPIs
What You Will Need
- 2+ years of customer support experience from in a mobile/software tech environment
- 100% oral and written fluency in English. This is essential for this role and will be tested as part of this process
- Excellent written and verbal communication skills
- Proficiency with CRM software and support ticketing systems
- Ability to multitask and prioritize in a fast-paced environment
WHY JOIN US
- Strong and genuinely patient-focused company mission (see below)
- Truly global start-up with a blend of diverse cultures and backgrounds
- Excellent financial credibility and refreshingly clear future vision
- Phenomenal growth plans and an excellent company spirit
- Regular social events; our football team Elfie FC is taking Saigon by storm!
- Dedicated career pathways and training to support your development
- Experienced founders with 20+ years experience in digital health, software, and partnership development in both bluechip and start-up companies - and successful previous exits!
About Elfie
Elfie is the first completely free, gamified mobile app that rewards users for monitoring their health. Our vision is to become the world's largest self-reported medical record platform, supporting all therapeutic areas in a single, gamified, and free app for maximum impact.
We have a footprint in 7 countries (Brazil, France, United Kingdom, Turkey, Egypt, Hong Kong, Singapore, and Vietnam), growing to 12 by the end of 2024 and 25 by the end of 2025.
How do we monetize
We have 2 independent yet synergic business models:
- Pharmaceutical companies: Elfie's free application is sponsored by pharmaceutical companies, who need to drive treatment adherence and access anonymized real-world data. Pharmaceutical companies cover our company operational costs and the promotion of the application.
- Insurers and employers: Elfie premium version (aka ElfieWorks) is an employee health program sponsored by employers and insurers. These companies need employees to stay in good health and engaged to increase productivity and keep ever-increasing healthcare costs under control. ElfieWorks is designed and distributed in partnership with a global insurance broker and partner insurers.
What is our culture
We have one single NorthStar at Elfie: maximising global health impact. It is a measurable KPI that is a function of the number of lives impacted and the level of impact on each individual. Everybody's KPIs across all departments are aligned with this. All our partnerships and revenue streams are also aligned with this.
We have 4 values:
- Patient-first: Whatever goes against our North Star (maximising patient health impact) is eliminated, all ideas and projects are prioritised accordingly.
- Think big: We dont allow our fears and unknowns to limit our ambition and solutions.
- Take ownership: We are not tasked to execute a process but responsible to find a scalable solution.
- Resilience: We dont allow challenges and setbacks to lower our motivation and commitment to our mission, regardless of the personal discomfort it means.
Check out the Elfie app (available without restriction in any location):
for Android: https://links.elfie.co/apptester
for iOS: https://links.elfie.co/testflight-i
WHAT NOW
Apply today for immediate consideration! Know someone who would be a good fit for this role Were offering a monetary reward if you refer them to us and they are successful! Contact the Talent Acquisition team for more information
