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 webchat, 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
• Regular collaboration with your line manager to support continuous improvement
• 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 competent, passionate and empathetic customer service agent to provide the high level of service our customers have come to expect. YourStride saves lives daily so being able to support our customers makes it highly 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 including a range of software and ideally experience using CRMs.
• 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 - 5:30pm, 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
• £25,500 starting salary + pension
• A mission-led startup where your work saves lives every day
• A warm, inclusive team that’s got your back
• Rapid development and growth opportunities

The Process

• Simple profile matching from us - assessing your application against the role
• A 10 minute written exercise so that we can see 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: £25,500 per year

Benefits:

• Company pension
• Work from home (fully remote)
• Regular weekday working hours

Schedule:

• Day shift
• Monday to Friday

Work authorisation:

• United Kingdom (required)

Job Type: Full-time

Pay: £25,500.00 per year

Benefits:

• Company pension
• Work from home

Application question(s):

• Did you include a personalised Cover Letter?

Experience:

• phone based customer service: 1 year (required)

Work Location: Remote