Support (6 month contract)

As an early member of our support team, you'll be assisting and empowering our users as they go through some of their most life-defining moments. Cocoon's goal is to support people through some of the hardest and busiest times in their life - how we respond when we're asked for help is just as important as the product itself.

You'll be providing empathetic, expert support to leave-takers and the teams that support them. Most of all, you'll be building a caring and expert guide through every individual's unique situation, and make sure they feel supported throughout their leave.

Our users will say things like:

• I'm so glad you were here to handle this - it would've been so stressful on my own!
• I’ve talked to so many other parents navigating the parental leave process right now; they’ve all had such a difficult time, and you’ve made it absolutely seamless. Thank you!
• Thank you for your kind words and all the info - all super helpful!
• All companies should offer this support to new parents and parents-to-be 😄

Finally, you'll be laying the groundwork for scaling our support team. If you're the kind of person who loves documenting processes and advocating for product improvements almost as much as you care about taking care of people, we want to chat!

• A superb verbal & written communicator: You speak & write clearly, concisely, and with empathy. You are able to tailor your communication to a variety of situations, and with a wide range of user and customer personas. You can explain complicated topics while maintaining a friendly tone, and can de-escalate uncomfortable situations with grace.
• An advocate for our users: You advocate for users with our internal teams by sharing feedback & insights.
• A relationship builder who is comfortable learning technical concepts and legal frameworks: You build relationships by approaching people and problems with thought and care. At the same time, you’re as comfortable breaking down alphabet soup (PFL, CFRA, FMLA) as you are explaining software.
• A creative problem solver: You think creatively about how to make every experience as good as possible, and get excited to dig into data. 
• Dedicated to finding good endings: You seek to understand problems deeply, arrive quickly at well-thought out solutions, and execute on follow-ups.
• Excited to develop deep domain & lifecycle expertise: You’ll become a trusted advisor on leave regulation, insurance, and the return-to-work journey. 
• A builder: You’ll build the playbooks and processes for how things work, and help set the tone for how we build our team and take care of our people.

Here's an outline of what your first few months on the team might look like:

• Month 1:
  
• You are comfortable explaining how a parental leave works to others both technically and in casual conversation - over email, phone, and on video.
• You feel at ease discussing leave policies with HR professionals from other teams.
• You are able to guide parents through the standard lifecycle of a leave, and answer most questions about the interaction of company and state policies.
• You easily navigate the Cocoon app, and are familiar with the tools and processes surrounding leave.

• Month 2-3:
  
• You confidently navigate the leave space, and are able to walk people through almost any situation surrounding their leave of absence.
• You fluidly give advice for parental, medical, caregiver, organ donor, bereavement, and personal leaves of absence over email, phone, and video.
• You're able to answer most users' inquiries quickly and easily, and are comfortable investigating and resolving more unique or complicated situations.