Job Description

The Role

You will help create a world in which people can age without limits by helping our customers get the most from their YourStride Watch.

You will be the first port of call for prospective and existing customers, ensuring they are delighted with the service. You will be talking to them over the phone, via email and via web-chat, supporting them through any queries they might have. By being the trusted voice of the company you will empower every older person to be more independent and give their families peace of mind.

You will have an impact from day one and help shape the future of what it means to grow old.

A typical day might involve;

Supporting customers and their families to get the most out of our service Taking new orders over the phone and ensuring we have the necessary details to provide a safe and secure service for them Troubleshooting complex technical queries with a customer Answering questions from people interested in trying the service Working with our tight knit and supportive customer success team to continually improve Daily meetings with the team to discuss progress and improvements to our work
We work with an omnichannel approach so although our work is primarily phone based we also use email and chat to deliver our best-in-class customer experience.

We are seeking a hands-on, passionate and empathetic customer service agent to provide the high level of service our customers have come to expect. Working with vulnerable and older people means it is challenging but rewarding work.

The Company

YourStride is changing the lives of thousands of people all over the country helping them to age without limits. We do this with an industry leading discreet smartwatch that enables the wearer to get help from a 24/7 monitoring team, wherever they are in the country. We help people to keep their freedom so they can be more sociable, climb mountains or go anywhere! By being on hand we currently save a life every 24 hours.

Older people hate how traditional red button alarms make them feel. They are stigmatising and their limited range makes people feel trapped in their homes. There are 2 million people using these systems in the UK. They have suffered the consequences of a lack of innovation in the market since the mid-eighties and we are changing things up!

What we're looking for:

Empathy and communication

: You're a great listener and explain things concisely and clearly, especially to older or vulnerable people.

Problem-solving mindset

: You stay calm under pressure, follow processes carefully, and resolve technical issues with confidence.

Growth-oriented

: You take feedback well, learn quickly, and adapt in a fast-moving environment.

Tech proficiency

: You're confident using digital tools and can explain them in simple terms.

Positive attitude:

You have a can-do, upbeat and motivated approach that energises those around you.

Requirements

Eligible to work in the UK Hours of 9am - 17:30pm, Monday-Friday To work from home in the UK in a safe, private and distraction free environment A solid internet connection (download speed - 10mbps; upload speed - 3 mbps).

What we Offer

Fully remote setup with a MacBook Air 30 days of holiday to rest and recharge 24,500 starting salary + pension A mission-led startup where your work saves lives every day A warm, inclusive team that's got your back

The Process

Simple profile matching from us - assessing your application against the role A 10 minute written exercise to test your communication skills A short phone call where we can both find out a bit more about each other A 45 minute in person or video call interview.
This process should take around two to four weeks, depending on diaries.

We're proud to be an equal opportunity employer and we value diversity. We don't discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Job Type: Full-time

Pay: 24,500.00 per year

Benefits:

Company pension Work from home
Schedule:

Day shift Monday to Friday
Work authorisation:

United Kingdom (required)
Work Location: Remote