Customer Care Lead

Job Type

Full-time

Description

As life changes, people want to maintain their independence, individuality, and freedom to keep living life confidently and on their terms.

Caregivers want confidence that their loved one will be safe, and confidence that those receiving care will have help when they need it.

Nomo Smart Care offers caregivers a way to know how their loved one is doing and if they need help even when they can't be there, all while allowing the loved one to keep their independence.

We do this with a focus on customizable privacy options. We're not a huge tech company here for data. We're not looking to sell complicated features.

At Nomo, we are caregivers too. As a family-owned organization made up of a diverse mix of employees and partners, we offer simple, intelligent, and connected tools to help caregivers support their loved one's independence while answering the question, "How's Mom?".

Nomo Smart Care™ - Know More, Worry Less. ™

As a Customer Care Lead at Nomo, you will play a crucial role in delivering a personalized and seamless customer experience throughout the entire customer journey.

You will serve as the primary point of contact for customers, ensuring they receive exceptional ('white glove') support and guidance in pre- and post-purchase phases.

This role requires a customer-first mindset, strong communication skills, personal comfort with technology and experience working with aging and disabled consumers in industries such as consumer electronics, SaaS, or MedTech.

You will deliver the highest level of service possible and act as a liaison between customers and internal teams to ensure timely resolution of inquiries, provide high-touch support, and enhance customer satisfaction.

Key Responsibilities

Customer Engagement (50%)

• Serve as the primary contact for high-value customers, addressing inquiries across multiple channels via Zendesk and other platform tools available.
• Provide tailored product recommendations and assist customers with product setup, subscription inquiries, and device compatibility.
• Offer proactive outreach to ensure customer satisfaction and present solutions that exceed expectations.
• Manage sensitive and complex customer concerns with discretion, ensuring their issues are handled promptly and effectively.
• Track customer retention, upgrades, and satisfaction to meet team and company goals.

Support and Training (25%)

• Maintain an in-depth understanding of Nomo Smart Care products and services.
• Collaborate with other teams to develop and refine Policies and Procedures that improve the overall customer experience, enhancing retention and satisfaction.
• Conduct training for Nomo's Level I representatives (InTouch) and Care Technicians to ensure consistent messaging and superior service delivery.
• Participate in customer-facing events, account demonstrations, in-services, webinars or other activities as needed, reinforcing Nomo's commitment to an exceptional customer experience.
• Keep detailed records of customer interactions, issue tickets, manage accounts, and log issues for future reference.

Issue Resolution (25%)

• Build trust through open, empathetic communication with customers and internal teams.
• Resolve escalated customer concerns, ensuring product exchanges or replacements are handled with precision and care.
• Collaborate with business, technical, and operational teams to resolve complex customer inquiries, including those involving technical troubleshooting or third-party device compatibility.
• Monitor customer feedback and report trends to inform continuous improvement of services and products.

Requirements

• GED or High School Diploma required; college degree preferred.
• 3-5+ years of experience in customer service, technical support, or call center management.
• Experience in consumer electronics, SaaS, or the MedTech industry is highly desirable.
• Familiarity with customer service platforms such as Zendesk, Jira, and CRM systems.
• Proven ability to support aging and developmentally disadvantaged customers with empathy and precision.
• Excellent verbal and written communication skills.
• Strong multitasking skills, handling multiple customer interactions across different platforms while providing clear, helpful responses.
• Ability to assist customers with technical issues, offering detailed solutions based on product specifications and troubleshooting guides.
• A customer-first focus committed to delivering high-quality support before and after purchase.
• Willingness to take on on-call duties and travel up to 10% as required for customer-facing events, customer visits, and partner site.

Preferred Qualifications

• Prior experience in a concierge-style customer support role or similar high-end customer-facing position where high touch, exceptional customer service is expected.
• Proven ability to manage complex customer interactions, including sensitive or high-value cases, ensuring high satisfaction.
• Skills in business process improvement and how to elevate customer service performance.
• Strong attention to detail and an unwavering commitment to providing top-tier service.
• Ability to work collaboratively with cross-functional teams to drive issue resolution and continuously improve service delivery.

Why Join Nomo?

At Nomo, we prioritize creating meaningful and personalized experiences for our customers. As a Customer Care Lead, you will be a key contributor to this mission by delivering exceptional customer support that exceeds expectations.

In this dynamic, fast-paced role, you will work alongside a collaborative team to bring innovative solutions that improve the lives of our customers.

Join us in making a difference!

What we offer :

• A fun and supportive team culture
• Opportunities for professional growth and development
• Access to the latest tools and technologies

If this sounds like the perfect fit for you, don't miss this opportunity to join our amazing team! Apply now!

We can't wait to hear from you!

Salary Description

$28 - $35 per hour