Job Openings Customer Care Associate

About the job Customer Care Associate

About Daye

Daye is a leader in gynae health and we're expanding into new markets. Incorporated in 2018, were a fast growing, highly ambitious new venture with over 40 team members. We have offices in London, UK and Sofia, Bulgaria, but offer a hybrid working environment. To date, Daye has been trusted by over 60,000 people with periods and has recently raised $11 million in series A funding from high profile investors based in Silicon Valley and London, UK.

At the heart of Daye is R&D and most of our processes are vertically integrated, including our tampon production. We are building a comprehensive gynae health platform that will address all areas of womens' health, from first menstruation through to menopause, and beyond. Our goals are to bridge the gender gap in medical research, and product innovation, by designing products rooted in science and inspired by womens' intuition.

For example; one of our key hypotheses was that tampons can be used for a lot more than just soaking up menstrual fluid. Therefore, we designed:

  • a pain-relieving tampon to help the 90% of women who suffer cramps;

  • a tampon to detect STIs and HPV;

  • a tampon to treat common vaginal infections like candida and BV.

We are currently working on several new digital and physical products and are in the process of expanding to the US market. We exist to raise the standards in gynae health by creating innovative products and services that fit conveniently into our lives, and we need exceptional talent to help achieve our mission.

About the opportunity

Over the next 12 months, our aim is to 5x our current subscriber base, which means you'll be part of a company on an exceptionally high growth trajectory. We are also exceptionally ambitious in our plans for rolling out new products and services.

We need an amazing part-time Customer Support Associate to join our growing Community and Customer Experience team.

As a truly customer-first company, we see our community as the co-creators of our products and brand. Were committed to setting a new industry standard for customer care; not only resolving customer queries quickly and efficiently, but also paying close attention to their experiences, needs and ideas.

One of our main focuses right now is expanding into new markets, so we're looking for multilingual candidates and availability to work across US time zones or weekend shifts.

Reporting Line & Location

  • Hours: Part-Time (Will require shifts across weekends and US time zones)

  • Reporting to: Simona Pencheva, Community & Customer Experience Manager

  • Working location: Sofia / Remote

What you'll be doing

Responsibilities

  • Responding to customer queries across email, live chat and social media in a timely and efficient manner (we use Zendesk to manage tickets)

  • Ensure all customer comms are in keeping with the Daye tone of voice

  • Ensure product claims are made using pre-approved language

  • Provide a seamless and unparalleled customer experience

  • Manage automated responses and self-help content

  • Contribute to monthly reports

  • Ensure all B2B orders are made on time and communicated properly

  • Communicating with different teams and be flexible handling marketing and community tasks

Skillset requirements

Ideally you'll have:

  • Proficiency in English

  • Experience in a customer-facing role (bonus points if you've used Helpdesk platforms like Zendesk)

  • Excellent written communication skills and experience translating complex information into everyday, accessible language

  • Strong organisational and time management skills

  • An analytical brain and an aptitude for data

  • Tonnes of empathy and compassion!

However, this is an entry-level role, and we love to nurture our employees progression, so don't be put off if you cant check everything off the list quite yet.

What you need to bring


You'll be highly motivated by providing an excellent customer experience, and getting stuff done! You'll be the first to notice when something isn't efficient, and will use your initiative to come up with ideas of how we can make improvements.

You should apply if you:

  • Have a high output rate, but are also concerned about getting the detail right.

  • Care deeply about giving every customer a great experience. You'll also care about people in general.

  • Are comfortable speaking up when you need support.

  • Ideally, have an extreme enthusiasm for gynae health and gender equality.

  • Can deliver to tight deadlines, working across a variety of different projects simultaneously.

  • Bring energy to your work and are able to raise the team's energy levels.

  • Thrive in a dynamic environment where decisions can change quickly and there's often high levels of ambiguity.

  • Don't have an ego No task is too big or too small. The whole team works hard to deliver our wider mission!

  • Are inquisitive and curious. Don't know something? Ask. Curious minds will do well here!

  • Thrive on receiving and delivering feedback. It's the only way we learn.


Is Daye right for you?

You will thrive at Daye, if you like dynamic, fast-paced environments and you are comfortable with high levels of ambiguity. This is your place, if you like being proactive and hands-on while wearing many hats. We want to hear from you, if you see yourself in all of the above, and you share our core values:

Culture of excellence. Persistent AF. We take pride in our work, never cutting corners, always pushing boundaries and persisting in the pursuit of our goals.

Customer first. Science forward. Our decisions are driven by our consumers best interests and based on data, evidence and research.

Everyones an owner. We believe in accountability and proactively seeking answers and solutions..

Ego be damned. Feedback and constructive criticism are always welcome because we're not afraid of speaking out, making mistakes or adapting.

Long-term benefit over short-term gain. We have the courage to do the right thing, even if it's not the easiest thing to do at this very moment.

Different paths, same destination. Every conversation is approached with the understanding that we're all on one team, because even though everyone may have a different perspective, we have a shared vision.


Why join us

Working at Daye, you will be collaborating with a passionate, motivated and international group of top performers. Our team is big enough so you can grow, but lean enough so you can make a real impact. We're always pushing boundaries, for us thats the first step to a fulfilling and rewarding career. We move fast and we are not afraid of making mistakes or adapting. We believe no problem is too big to solve. We also believe everyone is an owner, which gives all of us at Daye the scope and space to grow. For this we offer:

Remuneration - Competitive hourly pay rates and a Bulgarian civil contract; at least 12 hours per week with the possibility to increase these in the future;

Flexibility - Work whenever and wherever works best for you - including from our office in a co-working space at the heart of Sofia

Work environment - Diverse, yet like-minded, casual & sociable community


Does this role sound like a good fit? Apply today by sending us your CV.

Only shortlisted candidates will be contacted.