Job Description

tl;dr: Early-stage healthtech startup hiring for a Support Specialist to join our team. Our members love us for our quick, friendly, and thorough support. You'll be joining a small team of four to help handle our inbound email messages, build internal processes, write documentation, and keep our member happy.

We're looking for a new support hire, from a US/Canada-friendly timezone. Work may involve occasional evenings and/or weekend support shifts. The salary range for this role is $65k-$70k and includes generous equity and benefits.

Who we are

Levels is an early-stage startup working to improve peoples' metabolic health.

Poor metabolic health is a risk factor for many diseases, and few people have the right tools to create positive feedback loops with their diet and exercise. We've seen massive value of using wearables, including continuous glucose monitors, to help behavioral change.

We're still in the scrappy startup phase, so are looking for people who are comfortable with ambiguity and having wide impact. We've been remote-first since Day 1, and care a ton about communication, autonomy, curiosity, and initiative.

Our team is highly experienced, and has started and sold companies before. We also love learning from each other, and are looking for people who bring a new set of experiences and backgrounds to our team.

Role overview

First and foremost, we're looking for people who are excited about what we're doing—you don't need to know anything about metabolic health, but should be excited to learn.

Our members have come to love our quick, friendly, and thorough support – and our support team is at the heart of that experience.

The role responsibilities include:

• member-facing support: answering questions and helping members through onboarding, shipping, refunds, and replacement requests swiftly. This is handled over email through our help desk software , with some interactions over social media.
• support process improvements: including writing detailed documentation, building internal processes, interacting with our partner pharmacy provider, and working with our product and engineering teams to improve our product and member experience

Since we're a young company with a small team, our ability to coach and train is limited; we're looking for individuals that already have experience working in fast-paced, high quality support and operations environments. Responsibilities in this role will vary over time, but it will remain a member-facing role that requires strong problem-solving abilities, clear communication, and a genuine interest in helping people.

This role is currently a full time position. We are open to part-time or contract work as well. You should be based in a North America compatible timezone and be available to work at least one weekend day on a regular recurring basis.

Requirements

Why you might be excited about us

1. We're working to solve a massive global problem and help people be healthier. If you're into health/wellness, fitness, and wearables, you'll love helping build our product.
2. We're small, so you'll be able to contribute efficiently and without bureaucracy. You'll quickly have responsibility over big areas of our operations and product support experience.
3. We don't have a ton of meetings. If we can effectively solve a problem asynchronously, we do. When we do meet synchronously, you'll always have the opportunity to contribute.
4. Our team has a wide range of experiences (Y Combinator founder, Google leads, medical physician, keeping the astronauts alive at SpaceX, etc) and are excited to learn from you, too.
5. You'll be able to work remotely. We don't micro-manage and will help you do great work. In fact, we need someone who is strongly self-managed and a self-starter.
6. We work hard and also highly value balanced work/life. We care about family and your own personal development, and don't expect for you to be always engaged with work.

Why you might not be excited about us

1. We're relatively small (~40 employees in the company now), so if you like more established companies, it's not (yet) the right time. You'll help build our company's culture.
2. Since we're an early stage startup, projects and priorities may shift. We’re also pre-product-market-fit, which means there’s a lot of moving parts and big challenges we’re solving for.
3. Our customers love us, and there's a lot we can improve. It's a great place to be, but means there's some jank. (Nothing too scary! )
4. Since you'll have a lot of responsibility and creativity over projects, they may not be perfectly defined initially. You'll be expected to bring your own experience and perspective to help us do the right things, and raise flags if you think we should do things differently.
5. We strongly adhere to our values, especially around treating people like adults and we’re a team, not family. This means we talk about the hard things (such as the financial realities of our stage and burn rate) and push for excellence and results.

About You

1. Prior experience working in a customer-facing support or operations role – or a strong natural inclination for helping people
2. Strong writing skills – you're able to transform complex topics or instructions into simple, straightforward language
3. Team player – you love supporting others and making them feel welcome and cared for, whether those are our members or teammates
4. Love contributing to product development , based on your own instincts as well as from the trends and issues you hear customers mentioning. You have a strong technical sense and ability to spot bugs, identify trends, and aggregate feedback.
5. You understand the importance of process and clear documentation, and you're happy to write documentation so that others can ramp up super easily and you're never a single-source-of-failure. We're too small to have silos.
6. You've worked remotely before and/or know how to stay focused and engaged in such an environment
7. Excited for a front-row seat into a fast growing, early stage company. Things will change a lot!

Joining our team

( These interview stages are subject to change.)

Intro chat

If we review your application and think you might be a fit, we'll reach out to schedule a 30 minute intro call with Nicole , who does people operations. You won't need to prepare anything in advance. The goal of this conversation is to get to know you and mutually explore if we might be a good fit for each other. You'll learn more about Levels and have a chance to ask any questions about our company, team culture, support, and product.

If we're both excited to continue, we'll send along some more information about the company that you can go through on our own time.

Hiring Manager chat

You’ll chat with Taylor Maniscalchi next to learn more specifics about the role and team and be able to ask any additional questions!

Support Exercise

This role requires strong writing skills, so we'll also present you with a few example support prompts and ask you to draft responses. You can complete this exercise on your own time, so please be thorough and use the resources available to you. We'll be looking to see your problem solving abilities, writing and communication skills, empathy, and general demeanor.

Meet the team

Since you'll be joining a close-knit team, we'll ask you to meet other people in the company so we can get to know each other a bit better. You'll have the chance to learn more about the day to day expectations of the role, what's it like to work with us, and understand our culture more deeply.

Reference conversations

We will talk to a few people you've worked with before to learn more about how we can best work with you. We expect to hear great things, so this is primarily so we can work with you as effective as possible.

Benefits

You can read more about our benefits ( Careers at Levels ), which include medical, dental, and vision insurance in addition to paid time off policies.

The compensation for this role includes salary, equity, and our employee benefits package. The target salary for this role is level dependent and ranges from $65,000/yr - $70,000/yr , which may be adjusted higher or lower in exchange for less or more equity during the offer phase.

We contribute 80% of medical, dental, and vision insurance premiums in the US, and also have programs for a fertility stipend.

Learn more at levels.link/careers , and at levels.com .

Thanks!

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