Phone Support Agent L1

Simple Life is the #1 AI-powered health coaching app for adults who want to lose weight and enjoy a healthier lifestyle—without the stress or extremes. Our mission is to empower people to feel their best every day. By challenging traditional, restrictive approaches, Simple offers a more sustainable method grounded in ease, personalization, and real-life support.

Simple has had over 17 million downloads and more than 300,000 5-star reviews, having helped millions lose weight successfully and sustainably. Simple has earned recognition as Best Virtual Coach and one of the Top 100 AI companies — all thanks to a dedicated global team driving real impact.

With SIMPLE as a partner in their pocket, users feel cared for and empowered to embrace — and stick to — new healthy habits. To learn more, visit simple.life .

As a Customer Support Agent at Simple, you’ll play a vital role in delivering caring, reliable service to our users. You’ll be the voice of our product—supporting customers primarily with billing-related issues, helping them feel heard, understood, and cared for every step of the way.

This role is ideal for someone who leads with empathy, communicates clearly and compassionately, and thrives in fast-paced environments. While technical knowledge is helpful, what matters most is your ability to connect with people, solve problems calmly, and go the extra mile to ensure our users feel supported and respected.

Key Responsibilities :

• Responding to customer queries via phone and email in a timely, friendly, and professional manner—maintaining an excellent CSAT;
• Covering core US working hours ( 11am–8pm CDT, Monday to Friday);
• Resolving billing and account-related issues within our SLAs;
• Identifying trends in support queries and escalating recurring or complex issues to the right internal teams;
• Contributing to continuous improvement through team collaboration, customer feedback, and shared insights;
• Participating in team meetings and training sessions to grow and support your peersy.

What we’re looking for:

• 1+ years of experience in customer service as a phone support agent in a fast-paced B2C environment;
• Excellent written and verbal communication skills;
• Strong problem-solving skills and a compassionate, solution-oriented mindset;
• Familiarity with platforms like Intercom, Jira, or other CRM/ticketing tools;
• Excellent organizational skills—you know how to manage your time, prioritize tasks, and keep your queue in check;
• Professional or native-level English (C1 or above).

You will not love this role if you…

• Aren’t comfortable working in a fast-paced, ever-evolving environment
• Are not ready to take ownership of your work and be accountable
• Prefer strict structure and set processes—we’re a start-up, and sometimes things are still being figured out
• Are uncomfortable with ambiguity—while we offer guidance, some paths are discovered along the way
• Wait for instructions instead of taking initiative—we value proactive, high-performing team members
  Our Hiring Process
• CV & Answers Review – We carefully assess your experience and fit
• Team Lead Interview – A conversation with one of our friendly team leads
• Final Interview – A chat with our Head of Customer L1 Support
  We're excited to meet people who care deeply, act with integrity, and believe in the power of simplicity. If that sounds like you— we’d love to hear from you.