Make a Difference from Your Home Office

Join us in a role that brings life-saving support to older adults, all from the comfort of your home. Enjoy the balance of remote work with the fulfilling mission of enhancing the lives of our elderly community.

Why We Do This

Our founder, Miles, started Tranquil after his grandmother, who had dementia, struggled to stay independent at home. The solutions he found were ugly and ineffective, so he set out to create beautiful, functional technology to help families better care for their elderly loved ones.

If you’re someone who checks in on your older parents / grandparents or helps elderly people on the street, you’re the right kind of person for our team.

Is This You?

A tech-savvy customer service A-player with top-notch problem-solving skills and at least a year of experience. If you’re great at written and spoken English, confident and articulate on the phone, and can turn complex tech talk into simple explanations, you’re a perfect fit!

Pay & Benefits

• 40 Hours Per Week 
• Dependent on experience, location and hitting targets
• Fully Paid Training Period
• + More, dependent on location

Non-Negotiable Criteria

• Work Monday to Friday between 8AM – 4PM PST (11AM – 7PM EST)
  – Reduced hours 2 days a week to compensate for limited weekend hours.
• Be willing to answer emails for 2 hours over the weekend. We are flexible on times.
  + This is simply to reduce the amount of support for you to do on Monday
• Have at least 2 years of customer service experience
   + Preferably in technical support or eCommerce.

Why is this a fantastic opportunity?

• You’ll be making the world a better place, by helping older people stay safe
• Career progression in the form of becoming a potential customer service team leader and growing your own team
• You can work 100% remotely, as long as you live in time zones between -4 and -8
  
• We have a friendly and supportive small business culture, not clinical corporate life

What do we do at Tranquil?

We help older people and those with dementia live happy, safe and independent lives.

With the world’s elderly population growing at an unprecedented rate, technology is the only way the human race can ensure our older loved ones get the care they deserve.

We combine outstanding service with the highest quality technological innovations. We specialize in GPS locators with SOS alarms that find people with dementia that go missing and help them get help in an emergency.  Include this word in your application, ‘Papaya’ and we know you read the advert carefully.

 

We’re changing the world forever, fancy joining us?

Why Are We Hiring?

Originally from the UK, we launched in the USA in December 2022 and have seen significant growth, helping older Americans to stay safe. 

 

We need a customer and technical support rock star to answer incoming calls, live chats and emails from our fantastic customers.

 

As demand increases, you’ll build, grow and manage our customer service team, helping to find amazing new talent and training them in your wondrous skills!

What does a typical day look like?

You will be first in line to answer any incoming support and sales calls, live chats and emails from our customers in the UK and USA, as well as outbound calls to followup when required.

 

We have an AI assisted drafts as well as saved replies to help you construct responses quickly and easily.

 

You will be researching the customer’s information, solving any problems / questions they have, and adding notes to their order.

 

You will also be answering questions for potential customers who are interested in buying from us, explaining how we’re the best at keeping their loved one safe!

 

Not only that, but you will closely with our head of product, constantly feeding back common issues customers are having and supporting the product team to solve them.

Most common interactions:

• Support: Articulating solutions to technical problems in a swift and helpful manner (65%).
• Sales: Recommending and advising upon our range to help someone care for their elderly loved one better (10%).
• Order and subscription related questions, e.g. refunds and cancellations (15%).
• Customer outreach to check in with customers and ensure they’re happy (5%).

Skills You Need

• Outstanding written and spoken English language skills.
• You must excel in technical problem-solving, skillfully blending adherence to guidelines with resourcefulness and independence. This role requires a natural problem-solver who can think outside the box, work through issues, and find innovative solutions without needing constant support.
• Someone with a good eye for detail who can follow and remember processes; carrying them out efficiently with no mistakes.
• You must have at least a year of customer service experience, preferably over phone and email.
• A typing speed of 60WPM onTypingTest.com, medium difficulty
• Must have a quiet (no background noise), comfortable, dedicated workspace with space for 2 monitors (support available if required).
• Must have reliable internet connection with a mobile data backup if it is to go down.
• Someone with a strong work ethic who is honest, and willing to get their ‘head down’ and work hard to get the job done when required.

Bonus points if…

• You’ve worked within eCommerce or had experience on eCommerce systems, particularly WooCommerce
• You have experience using customer support systems – preferably Helpscout, but others like Zendesk would be beneficial.
• You have experience using billing or subscription systems, preferably Stripe.
• You have good knowledge of GPS trackers or GPS technology in general.
• You have experience caring for / looking after an older person, whether a loved one or in a previous care-related role or a good knowledge of dementia, including its different types, causes, symptoms, and ways to help.
  

What are you expected to achieve? (when fully trained)

• An average email handle time (open to send) of under 4 minutes (once fully trained). We have AI assistance, which helps to bring this down.
  
  
• Ensure 95% or more of customers that rate your emails, give positive feedback.
  
  
• Work with our product team to reduce returns by 20% by 6 months after starting the role.
  
  
• Proudly uphold and improve our review ratings of 4.8/5 by swiftly and joyfully solving any customer problems, giving outstanding technical support and inviting happy customers to leave feedback.
  
  
• Following all other procedures and processes fully, correctly and efficiently 97% of the time or more, e.g. logging replacements, tagging customer queries, cancelling subscriptions etc.
  

Do Not Apply if…

• You’re not very good at solving problems on your own. We’re a small team that provides all the resources you’d need to resolve something, so we need independent people who aren’t constantly asking for help / approval.

 

• You’re not technically minded. We don’t mean you love your iPhone, but rather your family/friends come to you if their gadgets don’t work. You require a natural aptitude to solve tech-related issues.

 

• You’re looking for a short term role to earn a few dollars. All our team are in it for the long haul, can see the incredible opportunity we have ahead of us, and have buckled up to enjoy the ride!
  

What’s the culture like?

If you’re looking for a smooth, clinical and predictable corporate culture, don’t apply.

We’re a people-first company, where our personalities shine through in what we do every day.

We take our job very seriously, but we don’t take ourselves too seriously and have a good sense of humor whilst doing everything to the highest standard. Basically, we know when to have some fun and when to get our heads down.

We respect our people to decide the best ways to delight our customers and will give you the freedom to make this happen.

It’s important that our team reflects our customer base and wider society, so we encourage applications from all cultures and identities for a diverse and inclusive workplace.

How to apply

Email hello@feeltranquil.com for more info