Customer Care Agent

Natural Cycles° is a leading women’s health company that developed the world’s first birth control app, used by millions globally. We are a fast growing startup, and we promote an international working environment filled with smart and ambitious colleagues based in Stockholm, Geneva, New York, and remotely. Our mission is to pioneer women’s health through research and passion, empowering every woman with the knowledge she needs to take charge of her health.

As a Customer Care Agent, you are the voice of Natural Cycles. Whether helping someone navigate the app, understand their cycle, or feel reassured in their journey, your work will have a real impact every day.

Every interaction you have shapes how our users experience Natural Cycles. You’ll play a key role in ensuring each Cycler feels informed, supported, and confident in their journey—helping us deliver on our mission every single day.

This role is about more than answering questions—it’s about building trust, delivering clarity, and creating a supportive, human experience at every touchpoint.

Please note that we are hiring for this role on the U.S. East Coast.

What you will be doing

• Support Cyclers and prospective Cyclers via email across a wide range of topics, including app functionality, subscriptions, devices and integrations, and shipping/logistics

• Independently troubleshoot complex user issues, particularly those involving connected devices, app behavior, and integrations—owning each case from first contact through resolution

• Manage and prioritize multiple conversations, ensuring timely follow-ups and no detail falls through the cracks

• Navigate multiple tools and communication channels (including Slack) to track updates, gather information, and collaborate on ongoing user cases

• Communicate in a way that is warm, clear, and efficient—balancing empathy with precision

• Follow established processes while confidently adapting to edge cases and new scenarios

• Meet individual and team performance goals, including volume, CSAT, and response times

• Capture patterns, recurring issues, and insights to help improve our product and internal workflows

• Maintain up-to-date knowledge of our product, systems, policies, and ongoing initiatives

What skills and experience we think you have

• You’re both kind and highly effective—you know how to deliver a great experience while staying focused and efficient

• You consistently assume positive intent in others

• A strong written communicator who can distill complex or technical information into clear, actionable guidance

• A proactive problem-solver who doesn’t just respond to questions, but anticipates needs and drives issues toward resolution

• Highly organized, with a strong ability to prioritize, track, and follow up on multiple conversations and moving pieces at once

• Comfortable working across tools and threads, keeping context intact even as information evolves

• Technically confident—you enjoy troubleshooting apps, integrations, and wearable devices

• Detail-oriented and reliable, with strong ownership over your work

• Experienced in customer support, ideally in a fast-paced, high-quality environment (healthcare or insurance experience is a plus)

• Motivated to grow in the role and build deep expertise over time

• Able to work Sun-Thurs, sometimes on holidays, fully remote

• Bonus: Portuguese language skills are a plus, but not required

What we offer

• Flexible work arrangement - you will be part of a team that values effective collaboration and transparent communication, irrespective of work location

• Professional development - you will collaborate with industry leading developers, promoting continuous growth and skill enhancement

• Modern technology - you will leverage innovative technologies and tools, within an environment that empowers you to contribute ideas and take ownership of your work

• Impactful projects - you will contribute to groundbreaking projects that redefine industry standards and create tangible value

• Commitment to quality - you will join a dynamic and progressive organization that prioritizes profitable, long-term product development

Location

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