This is a remote role and can work from anywhere in the United States

About Us

The human brain is the most complex object in the universe, yet society had accepted one-size-fits all approaches to cognition. The “solutions” (think coffee, energy drinks, and even a friend’s rx) were mediocre at best and frankly, made no sense to us. So, we created Thesis, the world’s first customized nootropics company. If you’ve never heard that word before, it’s just a fancy way of saying brain supplements. In five years, most will be taking nootropics on the daily and chances are, they’ll be ours.

With an exceptional efficacy rate, the world has taken notice — we’ve raised over $14M in venture capital, garnered interest from leading neuroscientists and athletes, and established ourselves as the industry’s leading brand. Now, we’re looking for incredible people to help us share the gift of enhanced cognitive function with the world. If you’re looking to be a part of a movement — one that involves both immense self-growth and an ambitious mission to pioneer an industry — we’d love to have you on the team.

About The Role

As a CX Phone Agent, you will be the frontline representative of our company, providing exceptional service and support to our valued customers. Your primary focus will be handling inbound and outbound calls, addressing inquiries, resolving issues, and ensuring a positive customer experience at every interaction.

How You'll Make an Impact:

• Handle inbound calls from customers promptly and professionally, addressing their inquiries and concerns around the product, providing intake instructions as well as assisting in managing their subscription and orders
• Listen attentively to customer concerns, troubleshoot problems, and provide effective solutions to ensure customer satisfaction.
• Develop a comprehensive understanding of our products, services, and policies to provide accurate information and assistance to customers.
• Communicate clearly and effectively with customers, using active listening and concise language to convey information and instructions.
• Accurately document customer interactions, including issues raised, solutions provided, and any follow-up actions required, in our Helpdesk system.
• Follow established protocols and procedures for handling customer inquiries, escalations, and complaints, ensuring compliance with company policies and regulations.
• Collaborate with other CX team members and departments to resolve complex issues, share customer feedback, and improve overall customer satisfaction.
• Meet or exceed key performance indicators (KPIs) such as call quality, average handling time, and customer satisfaction ratings. 

We're Excited About Your:

• Strong perspective on what separates good from great in terms of customer service interactions 
• Strong communication skills and ability to distill complex information
• Organizational prowess and ability to wear multiple hats
• Ownership mentality—you are a self-starter and demonstrate a strong bias for action