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- Tasks: Support customers with billing issues via phone and email, ensuring they feel heard and valued.
- Company: Join Simple Life, the top AI health coaching app with over 17 million downloads and 300,000+ 5-star reviews.
- Benefits: Enjoy a flexible work environment and be part of a mission-driven team making a real impact.
- Why this job: Be the voice of a product that empowers users to embrace healthier lifestyles in a fast-paced, supportive culture.
- Qualifications: 1+ years in customer service, excellent communication skills, and a compassionate problem-solving mindset required.
- Other info: Ideal for proactive individuals who thrive in dynamic settings and are ready to take ownership.
The predicted salary is between 24000 - 36000 £ per year.
Join to apply for the Phone Support Agent L1 role at Palta
Join to apply for the Phone Support Agent L1 role at Palta
Simple Life is the #1 AI-powered health coaching app for adults who want to lose weight and enjoy a healthier lifestyle—without the stress or extremes. Our mission is to empower people to feel their best every day. By challenging traditional, restrictive approaches, Simple offers a more sustainable method grounded in ease, personalization, and real-life support.
Simple has had over 17 million downloads and more than 300,000 5-star reviews, having helped millions lose weight successfully and sustainably. Simple has earned recognition as Best Virtual Coach and one of the Top 100 AI companies — all thanks to a dedicated global team driving real impact.
With SIMPLE as a partner in their pocket, users feel cared for and empowered to embrace — and stick to — new healthy habits. To learn more, visit simple.life.
As a Customer Support Agent at Simple, you’ll play a vital role in delivering caring, reliable service to our users. You’ll be the voice of our product—supporting customers primarily with billing-related issues, helping them feel heard, understood, and cared for every step of the way.
This role is ideal for someone who leads with empathy, communicates clearly and compassionately, and thrives in fast-paced environments. While technical knowledge is helpful, what matters most is your ability to connect with people, solve problems calmly, and go the extra mile to ensure our users feel supported and respected.
Simple Life is the #1 AI-powered health coaching app for adults who want to lose weight and enjoy a healthier lifestyle—without the stress or extremes. Our mission is to empower people to feel their best every day. By challenging traditional, restrictive approaches, Simple offers a more sustainable method grounded in ease, personalization, and real-life support.
Simple has had over 17 million downloads and more than 300,000 5-star reviews, having helped millions lose weight successfully and sustainably. Simple has earned recognition as Best Virtual Coach and one of the Top 100 AI companies — all thanks to a dedicated global team driving real impact.
With SIMPLE as a partner in their pocket, users feel cared for and empowered to embrace — and stick to — new healthy habits. To learn more, visit simple.life.
As a Customer Support Agent at Simple, you’ll play a vital role in delivering caring, reliable service to our users. You’ll be the voice of our product—supporting customers primarily with billing-related issues, helping them feel heard, understood, and cared for every step of the way.
This role is ideal for someone who leads with empathy, communicates clearly and compassionately, and thrives in fast-paced environments. While technical knowledge is helpful, what matters most is your ability to connect with people, solve problems calmly, and go the extra mile to ensure our users feel supported and respected.
Key Responsibilities:
- Responding to customer queries via phone and email in a timely, friendly, and professional manner—maintaining an excellent CSAT;
- Covering core US working hours ( 11am–8pm CDT, Monday to Friday);
- Resolving billing and account-related issues within our SLAs;
- Identifying trends in support queries and escalating recurring or complex issues to the right internal teams;
- Contributing to continuous improvement through team collaboration, customer feedback, and shared insights;
- Participating in team meetings and training sessions to grow and support your peersy.
What we’re looking for:
- 1+ years of experience in customer service as a phone support agent in a fast-paced B2C environment;
- Excellent written and verbal communication skills;
- Strong problem-solving skills and a compassionate, solution-oriented mindset;
- Familiarity with platforms like Intercom, Jira, or other CRM/ticketing tools;
- Excellent organizational skills—you know how to manage your time, prioritize tasks, and keep your queue in check;
- Professional or native-level English (C1 or above).
You will not love this role if you…
- Aren’t comfortable working in a fast-paced, ever-evolving environment
- Are not ready to take ownership of your work and be accountable
- Prefer strict structure and set processes—we’re a start-up, and sometimes things are still being figured out
- Are uncomfortable with ambiguity—while we offer guidance, some paths are discovered along the way
- Wait for instructions instead of taking initiative—we value proactive, high-performing team members
Our Hiring Process
- CV & Answers Review – We carefully assess your experience and fit
- Team Lead Interview – A conversation with one of our friendly team leads
- Final Interview – A chat with our Head of Customer L1 Support
We\’re excited to meet people who care deeply, act with integrity, and believe in the power of simplicity. If that sounds like you—we’d love to hear from you.
Seniority level
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Seniority level
Not Applicable
Employment type
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Employment type
Contract
Job function
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Job function
Other
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Industries
Software Development
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Phone Support Agent L1 employer: Palta
Contact Detail:
Palta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Phone Support Agent L1
✨Tip Number 1
Familiarise yourself with the Simple Life app and its features. Understanding how the app works and the common issues users face will help you provide better support and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially in a phone setting. Since this role requires clear and compassionate communication, consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Research common billing issues in customer support roles. Being knowledgeable about typical problems and solutions can set you apart and show that you're proactive in preparing for the job.
✨Tip Number 4
Connect with current or former employees on LinkedIn to gain insights into the company culture and expectations. This can help you tailor your approach during interviews and demonstrate your enthusiasm for joining the team.
We think you need these skills to ace Phone Support Agent L1
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in a phone support role. Emphasise your communication skills and any familiarity with CRM tools like Intercom or Jira.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping others and your understanding of the importance of empathy in customer support. Mention how your problem-solving skills align with the company's mission to empower users.
Showcase Relevant Experience: When detailing your work history, focus on specific examples where you successfully resolved customer issues or improved customer satisfaction. Use metrics if possible to demonstrate your impact.
Prepare for Interviews: Anticipate questions about your experience in fast-paced environments and how you handle challenging customer interactions. Be ready to discuss your approach to problem-solving and teamwork.
How to prepare for a job interview at Palta
✨Show Empathy
As a Phone Support Agent, your ability to connect with customers is crucial. During the interview, demonstrate your empathetic communication style by sharing examples of how you've helped customers feel understood and valued in previous roles.
✨Highlight Problem-Solving Skills
Be prepared to discuss specific instances where you've successfully resolved customer issues. Focus on your approach to problem-solving and how you maintained a calm demeanor while addressing challenges.
✨Familiarise Yourself with Relevant Tools
If you have experience with platforms like Intercom or Jira, mention it during the interview. If not, take some time to learn about these tools, as familiarity can set you apart from other candidates.
✨Demonstrate Adaptability
Since the role requires thriving in a fast-paced environment, share examples of how you've adapted to changes or ambiguity in previous jobs. This will show that you're ready to take ownership and be proactive in your work.
