Customer Support Advisor (Remote in Romania)

About The Role We are looking for a Customer Support Advisor to join the team in Romania Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more. This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers. Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time. WHAT YOU'LL BE DOING Customer Support: Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision. Provide attentive responses to customers that incorporate a thorough understanding of their concern s and offer step-by-step guidance and solutions to satisfy questions or remedy issues Customer Interaction: Deliver premium customer service through chat, email and phone channels. Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations. Proactive Problem-Solving: Anticipate and address potential issues, preventing disruptions before they impact the customer experience. Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives. Product Knowledge: Maintain up-to-date knowledge of our clients’ products and services to effectively assist customers. Contribute to the creation and updating of knowledge base articles for internal and customer reference. Empathy and Communication: Demonstrate empathy and active listening skills during customer interactions. Communicate complex concepts in a clear and understandable manner. Quality Assurance: Adhere to established quality standards in all customer interactions. Participate in regular training sessions to stay abreast of industry developments and enhance skill sets. The recruitment process 30 min Teams interview with the Recruitment Team Language test if applicable to the role 45 min Teams interview with the Hiring Team Your profile Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels Experience in supporting and troubleshooting tier 1 technical queries Have a growth, curious mindset, and ability to adapt to changing policies and guidelines. Ability to work independently and collaboratively in a fast-paced environment. Proficient in troubleshooting orders, shipping, connectivity, and operational issues. Excellent English written and verbal communication skills to C2 level Experience in supporting US and or/UK customers and advantage Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations. Demonstrate ability to handle challenging customer interactions with professionalism. Why us? Fully Remote work based in Romania ( home office) Compensation 4.600 Ron Net + Meal tickets An Oura Ring work tool designed to help you deliver exceptional customer service A Permanent Employment Contract Equipment provided (Laptop, monitors, peripherals) One-off Home Office Setup Contribution (500 Ron) Continuous support through out the training period The opportunity for professional growth. Fun company events and team outings. Autonomy and Responsibility About us Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus. Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them. Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia. We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences. At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.