Customer Operations Specialist

Do you want to help revolutionize healthcare? 

Theia is a mission-first-oriented software company that is democratizing and personalizing healthcare forever. We have analytics for everything from our cars to our ads… yet we don’t have it for our bodies. An absolute shame - leaving people to make health decisions on best guesses, without tracking and with no quantifiable proof of results. Mixing in all the disinformation, contradicting expert viewpoints, and diets of the month it’s no wonder people are confused, frustrated, and overwhelmed. So, here we are on the hunt for a Customer Operations Specialist who has a burning desire to change the world by joining Theia to revolutionize the health & wellness industry.  

First and foremost, a cultural fit is the number one most important thing we are looking for. Thus, we have provided our company brand overview so you can see if our vision & values align with yours:

Purpose 

Solve metabolic health globally

Vision

To create a world free of metabolic disease, optimizing how we consume, store, and use energy for sustainable health.

Principles

Vision Principles 

Impact over profit - When faced with any decision, choose the one that provides the most value to the member. 

Always push healthcare forward - All actions tie back to helping progress health globally

Culture Principles 

Team not family - winning teams are crafted family is not.

Honesty opens growth - unity and progress comes from openness and reflection. We say the hard things without judgment, but we say and process them.

Simplicity scales - Complexity only creates problems and stunts growth, whereas simplicity solves problems and opens infinite growth.  

Transparency - There are no secrets, if we trust and are aligned then we will get to a resolution.

Instantly admit mistakes and learn - Innovation and creativity breeds mistakes. When they happen, we bring them up immediately and execute in a different direction (if applicable).

Market education is imperative - We are always first and willing to gather new data and industry knowledge. 

Async is default, meetings are special - We prioritize deep work and documentation. If you MUST have a meeting start with agenda/purpose and end with action items

Decision Principles 

Unintuitive long term thinking - Strategically think 10 years+ out but execute for today.

No problem is too small - when you spot a problem, you fix it.

Do meaningful work - Only work on solving real problems, never engage in busy work and consider 2nd and 3rd order consequences of your decisions.

Make data-driven decisions - Establish genuine KPIs for all initiatives and viciously repel vanity metrics.

Assume a positive frame - Regardless of the type of feedback received, always reframe to establish how it helps push our mission forward

Personality

Mysterious - Our aura of excitement and magic permeates through everything we do. 

Knowledgeable - We’re well researched and share important topics in an easy to digest and engaging manner

Authentic - We create the deepest levels of connection: raw, truthful, intimate and forever bonding. 

Charismatic - Our confidence combined with prioritization of people’s needs magnetizes and inspires

Playful - We love to amuse, joke or tease when appropriate to fill joy and laughter around us

Imaginative - We dare to always dream all day everyday

Cultural Vision

Philosophy - Culture is a living and breathing energy and set of guidelines that allows everyone to behave the same way both internally and externally. Theia’s DNA is to be bold, scrappy, and extremely productive while also honoring/optimizing personal and collective health, friendships, comradery, growth and encouraging exploration of our wildest dreams. 

Location - Theia is a remote-first workplace. There are pros and cons to both remote or situated workplaces however with properly defined communication flows and documentation, a lot of remote first challenges can be overcome. On the flip side, Theia gains increased efficiency and a huge opening up of the talent pool by being remote first. We will however still get together for company events and retreats. (hint hint: the secret plan for retreats is to cater diets/drinks/activities that are optimized for you according to your biodata that we have tracked through our tech… sound exciting?) 

Working Hours - Always on. if you are joining Theia it’s because you are over the moon excited about Theia, the vision, and the mission. You get up every day ready to change the world… you think about it, you breathe it and you live it. Everyone works extremely hard and long because they want to, not because the company made them to. With that said, we optimize for optimal flow and teach you to work by your chronotype.

Iterative - The long-term vision will never change, but just like a business the culture will. To make sure this is being done properly, Theia is systematic at building cultural updates. At this stage that is by booking a monthly bi-directional core team call to discuss everything about each other's roles. This includes being extremely open and honest as well as discussing personal life variables whether good or concerning. We want everyone to feel open and comfortable with these discussions; thus, having them often builds that muscle.

Responsibilities:

• Engage and support customers via phone and email
• Support providers through product onboarding and activation
• Prioritize the customer experience by taking opportunities to build meaningful connections with providers and customers
• Investigate and problem-solve together with team members from Engineering, Operations, Marketing, and Sales
• Track data and learnings from customer interactions that deliver meaningful insights for product, process, and sales improvement
• Execute various operations tasks and projects when applicable

Requirements:

• You have 1+ years of experience working in customer support or a customer-facing role
• Excellent written, oral, and communication skills in English
• Tech-savvy, not afraid of getting in the weeds to solve a technical problem that requires intensive troubleshooting
• You are 100% autonomous and thrive in an asynchronous environment
• Comfortable leading Zoom meetings with the camera on, creating a professional and personable client experience
• You have a bias towards actions and actualize meaningful results
• You have the ability to rise to a challenge; you can handle change, conflict management, and are comfortable with uncertainty

Bonus Points:

• Intercom Experience
• Previous experience in Healthcare/ Health Tech
• You have prior tech start-up experience or worked in a fast-paced environment

Education

College degrees or master’s degrees are irrelevant. If you are going to be a core team member of Theia, you are already a super high achiever. Halting you on education certificates is the furthest thing from our brand culture. However, what is important to us is the show of self-education, so things  like: do you read and explore on your own time? Are you naturally inquisitive? Do you look to improve areas of your life? These are things that matter.

Compensation

As an early-stage team member, we will be providing a base salary with ramp-up tied to revenue and stock options. This ensures all incentives are aligned in regards to being focused on growth and believing in the mission.