Associate CX Specialist

 Associate Customer Experience Specialist (Remote)

At Calm, we are dedicated to making the world a happier and healthier place. Our Customer Experience Team extends the Calm experience beyond the product by providing exceptional support and resources to our community. Whether proactively addressing concerns or advocating on behalf of our users, we’re committed to fostering well-being and mindfulness. Our award-winning team reflects kindness and care, embodying Calm’s mission to transform lives.

This remote role is open to candidates located in the San Francisco Bay Area, Los Angeles, Minneapolis, MN, or NYC areas. If you’re passionate about helping others and thrive in a collaborative environment, this position is an excellent opportunity to contribute meaningfully to Calm’s vision.

What You’ll Do

As an Associate Customer Experience Specialist, you’ll play a pivotal role in ensuring our users have an outstanding experience with Calm’s products. From providing thoughtful support to handling escalated cases and contributing to process improvements, your work will directly impact the happiness and satisfaction of our community.

You’ll respond to user inquiries with empathy and efficiency, ensuring every interaction reflects the high standards of Calm’s customer experience. In addition to resolving escalated issues, you’ll develop expertise in Calm’s platforms and features, enabling you to assist other teams and enhance internal documentation. Your responsibilities will also include identifying trends in bug reports and feature requests, helping to improve our offerings and better serve our users.

This role provides the opportunity to support both our direct-to-consumer app and Calm Business, gaining experience across a variety of use cases. You’ll contribute to knowledge base content, proactively write responses to common inquiries, and act as a key resource for cross-team collaboration on reported issues.

Who You Are

The ideal candidate for this role is passionate about making a difference through their work and has a genuine interest in meditation and mindfulness. You enjoy creating positive user experiences, even in challenging situations, and bring a solutions-oriented mindset to every task.

You are someone who thrives on learning new tools and technologies, showing curiosity about Calm’s platform and features to provide better support. Your excellent communication skills allow you to handle user inquiries effectively, turning negative experiences into positive ones through thoughtful consideration and effort. You’re also proactive and take ownership of your work, volunteering for tasks and prioritizing effectively to meet the needs of the team.

Problem-solving comes naturally to you, and you approach challenges with creativity and logical thinking. You are growth-minded, always looking for ways to improve processes and asking for feedback to enhance your skills. With a strong ability to work autonomously, you deliver high-quality results and support Calm’s mission to promote mindfulness and well-being.

What We Value

We value candidates with relevant experience and a passion for supporting users in a meaningful way. While previous experience in customer support for a tech company is preferred, we welcome individuals with the following qualifications:

• At least 2 years of relevant experience in a similar role.
• 1+ year of experience working with a software platform or service, ideally subscription-based.
• Familiarity with Zendesk or similar ticketing platforms.
• Strong written and verbal communication skills.
• A proactive approach to learning and improving processes.

Nice to Haves

Experience with troubleshooting in-app purchases, supporting subscription-based services, or working with tools like JIRA, Amplitude, Confluence, Asana, Stripe, or Braintree is a plus.

Compensation and Benefits

Calm values transparency and fairness in compensation. The base pay range for this position is $22.00/hour - $35.00/hour, depending on factors such as location, skills, and experience. This role also includes:

• Equity in the company.
• Comprehensive health benefits.
• 401k plan.
• Flexible time off.

Calm uses a geographic pay model based on an employee’s location. Salaries are determined by zip code and other factors, ensuring fairness across all pay tiers.

Diversity, Equity, and Inclusion at Calm

At Calm, we believe that mental health is health, and everyone deserves to be included in the conversation. We are committed to creating a workplace that is equitable, inclusive, and free of harassment or discrimination. As an equal opportunity employer, we provide equal employment opportunities to all applicants and employees, regardless of race, gender, disability, or any other characteristic protected by law.

Reasonable Accommodations

Calm is dedicated to supporting individuals with disabilities, including veterans. If you need accommodations during the application process, please reach out to our Recruiting team at recruitingaccommodations@calm.com.

Join Us

If you’re ready to make a difference in the lives of millions by supporting a product that promotes mindfulness and mental health, apply today. Calm is more than just a workplace—it’s a chance to be part of a mission-driven team transforming the world, one user at a time.