Member Experience, Senior Technical Support Specialist ( 6 month contract) - Oura

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped 2.5 million people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office.

We are seeking a short-term Senior Technical Support Specialist for 6 months. 

Reporting to one of our Member Experience Technical Support Managers, this role will focus on communicating directly with members and gaining a deep understanding of the product to help them through technical issues and inquiries that will help our members to get the most out of their Oura experience. You will have opportunities to support improvement projects, work with content, mentor external partner teams and help implement new internal processes. This role will also include the potential to grow professionally and take on new challenges and roles based on the candidate’s performance and career interests.

This is a US remote role. The ideal shift would be Sunday - Thursday or Tuesday—Saturday. 

What you will do: 

• Treat every member like a VIP, creating exceptional and personalized experiences
• Using data, provide feedback and actionable insights that will support the building of systems, tools and processes
• Work and collaborate with a talented team of professionals across different geographies to create an exceptional, unique, and positive customer experience. You will foster this by communicating directly with members to resolve day-to-day inquiries and issues through email and live chat
• Investigate, troubleshoot, and diagnose to resolve hardware and software technical issues
• Develop strategies for translating complex technical details/instructions to each member’s level to ensure a solution
• Analyze and interpret member data trends and compare with member feedback to identify member errors and product malfunctions and create actionable solutions
• Collaborate with internal stakeholders on process, content and operational improvements
• Collaborate with, coach and support external partner agents to best support Oura members
• Support operation improvement projects
• Work with a passionate, fun, and supportive group of Oura advocates who are invested in the success of our members and our team
• Strive to become an expert on all things Oura

Requirements

We would love to have you on our team, if you have:

• 3+ years of customer service experience preferred, ideally in a fast-paced start-up environment and/or in technical support
• Experience supporting a wearables or other consumer hardware/software products
• Preferred experience using Zendesk, the Atlassian software suite (Confluence, Jira, etc) 
• Experience using data to identify and guide decisions
• Strong interpersonal skills and ability to build relationships with cross-functional stakeholders
• Exceptional attention to detail, outstanding time management, communication, and organization skills
• Ability to remain calm and effective under pressure
• BA/BS degree preferred but not required

Benefits

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health and add to our benefits!

What we offer:

• Competitive salary 
• Health, dental, vision insurance, and mental health resources
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave
• Amazing culture of collaborative and passionate coworkers

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 1 $68,000- $75,000
• Region 2 $64,500-$71,500
• Region 3 $61,200-$68,040

A recruiter can determine your zones/tiers based on your US location.

Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Disclaimer: Beware of Fake Job Offers!
We’ve been alerted to scammers posing as ŌURA recruiters, especially for remote roles. Please note:

• Our jobs are listed only on the ŌURA Careers page and trusted job boards.
• We will never ask for personal information like ID or payment for equipment upfront.
• Official offers are sent through Docusign after a verbal offer, not via text or email.

Stay cautious and protect your personal details.

To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.