Customer Support Specialist

Position Overview:
Neurable is seeking an experienced Customer Support Specialist to join our team and play a key role in supporting our customers as they are introduced to the revolutionary new MW75 Neuro headphones.

Neurable’s groundbreaking software and hardware technology enables electroencephalography (EEG) devices to be used outside of controlled lab settings at a large scale. The Customer Support Specialist will address challenges that MW75 Neuro customers encounter as they record their focus while they work or study and use the data that the Neurable mobile app provides to reduce burnout and boost their productivity. The app provides real-time prompts, like personalized Brain Breaks, and data and insights about focus habits.

This is an opportunity to join a high-impact company, a world class team, and pioneer new technology that will change the way people interact with computers. We want you to have full creative latitude and know that this is your company, not just a job.

Key Information:

• Applications are DUE April 19, 2024 by 5:00 pm EDT
• Job START Date: May 20, 2024 (with flexibility)
• Steps: 1- Logistics Survey 2- Technical Review 3- Team Interviews 4- Founder Interviews 5- Offer Letter

What You Will Do:

• Provide exceptional technical support to MW75 Neuro customers via email and other channels.
• Troubleshoot and resolve customer issues related to device setup, everyday use, and functionality
• Create and maintain content to help answer common customer questions
• Generate reporting on issues and escalate complex problems as needed
• Act as the ‘Voice of the Customer’ to provide feedback to the Product and Engineering teams so product improvements can be implemented
• Become an expert on the MW75 Neuro product and BCI technology in general (we’re excited to help you do this!)
• Collaborate closely with the Product, Marketing, and Engineering teams
• Uphold Neurable's high standards for customer service, ensuring a positive and professional experience

The Ideal Candidate Will Have:

• 3+ years experience providing technical support for consumer products
• Experience with wearable devices
• The mindset of a customer champion, thriving on solving problems and resolving customer issues
• A passion for Wearables and BCI Technology
• The ability to learn quickly, grasping complex technical concepts and translate them into clear, concise explanations for customers
• Excitement to join a fast-growing, agile startup with all the energy and challenges that brings
• Excellent communication and collaboration skills
• Bachelor’s degree is preferred
• Experience with customer support CRM tools

Compensation and Benefits:

• $60k-$70k salary, and equity
• 5 day work week, with 4 days in-office, and 1 remote day (Monday-Friday, 10am-6pm)
• High quality health insurance (100% company paid!)
• 401(k) with employer matching contributions
• Generous PTO
• Convenient office location in Boston’s Downtown Crossing neighborhood
• Pet friendly office, fun team activities, and homemade waffles every Wednesday!

We are not able to provide a visa or sponsorship for this position. All candidates must be authorized to work in the USA.