Medical Customer Support Representative

About Mira

Mira is a San Francisco-based hormonal health company providing integrative care and hormonal testing for over 92,000 customers. In 2023, they were recognized by Inc. 5000 as America's fastest-growing femtech company. We started our company to help women and individuals reach their parenthood dreams and make their fertility journey smoother.

Our revolutionary product, the Mira Analyzer, is the leading at-home hormone monitor on the market. It utilizes quantitative technology to track hormones such as LH, E3G, PdG, and FSH. Designed by scientists, our mission is to empower couples and individuals on their fertility journey.

We understand that hormone analysis is a crucial aspect of fertility, and our commitment is to provide not only cutting-edge technology but also knowledge and support.

About The Position

We are looking for a Medical Customer Support Representative to join our Customer Support team. In this role, you will be responsible for providing specialized technical support related to hormone analysis, helping our customers interpret test results, and addressing inquiries specific to the quantitative technology used in the Mira Analyzer. Your expertise will contribute to ensuring our customers receive accurate information and support throughout their hormone journey.

Key Responsibilities

• Provide specialized technical support for hormone analysis inquiries, focusing on LH, E3G, PdG, and FSH.
• Assist customers in interpreting test results and understanding the quantitative technology behind the Mira Analyzer.
• Maintain a deep understanding of hormonal tracking and analysis to accurately address customer questions and concerns.
• Collaborate with the broader Customer Support team to enhance overall customer experience.
• Proactively engage with customers to ensure a thorough understanding of their hormone tracking needs.
  
  

Requirements

• Previous experience in working with fertility trackers or ovulation predictor kits (OPK).
• Demonstrate a proactive willingness to learn new tools and technologies, including customer service tools with a strong emphasis on efficient issue resolution and customer interaction management.
• Knowledge of hormone analysis and a background in medical or related fields, demonstrating the ability to provide accurate information and guidance regarding Mira’s product and services.
• Availability to work within the US time zone to ensure real-time support and response to customer inquiries.
• Proven dedication to promptly assisting customers by responding to email, chat and/or phone requests.
• Native or fluent in written English, coupled with strong communication skills and an emphasis on clarity and professionalism in all interactions.
• Previous patient support experience within the medical and healthcare industry, showing an understanding of industry-specific customer needs would be of advantage.
  
  

What We Offer

• You will work with a dedicated, highly-engaged, international team of professionals who are passionate about helping couples and individuals on their hormone journey.
• We have a fast-paced and collaborative work environment where we encourage open communication, ownership, and independence.
• In addition to a competitive salary, we offer a performance-based bonus system based on KPIs.
• We provide professional development opportunities, including training courses, workshops, and seminars.
  
  

Details

The role is a remote position, with a 14-hour workweek.

Recruiting process

Step 1 ‘Screening Call with HR’ - Step 2 ‘Assessment Task’ - Step 3 ‘Interview with Customer Experience Manager & Product Manager’