Member Experience Specialist

🔥 5 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $50k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

XP Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

💰 $17.1M Series A on 2022-09

Consulting • Insurance • Healthcare

XP Health is a company that provides a digital-first vision care platform. They focus on modernizing vision benefits, aiming to increase coverage and utilization while reducing costs and simplifying the process for users. XP Health addresses issues with traditional vision insurance, such as low utilization and high costs, and offers an AI-powered platform for personalized care, including online eyewear purchasing and prescription renewals. Their service allows all members, even those without a prescription, to benefit and enjoy a seamless user experience.

📋 Description

• Utilize your problem solving and interpersonal skills to handle incoming phone calls, messages/chat, and email tickets from members via Zendesk. • Humanize every interaction while resolving issues with clarity, care, and efficiency. • Deliver thoughtful, member-first communication across virtual channels. • Follow best practices and SOPs for ticket resolution. • Stay organized and work through priority guidelines while keeping interactions human. • Learn and use available resources, including internal tools for SOPs, training, our custom member information portal, Slack, Google Workspace, and JIRA. • Navigate multiple systems and verify data before communicating with a member to ensure accuracy and reduce the risk of mis-communication. • Partner closely with the Member Experience and Lab teams to build trust, reduce friction, and resolve issues quickly. • Work toward meeting team KPIs and SLAs collectively, with guidance and support from your manager and leadership. • Take ownership of your performance and the metrics that reflect member experience quality. • Remote doesn't mean siloed. Our Member Experience team is built on skill-based collaboration, leaning on each other's strengths to deliver a great experience. • Communicate needs, insights, and learnings so the whole team can grow and improve together. • You're on the front line representing XP Health. Your insights and feedback are the backbone of continuous improvement. • Propose and help implement process changes as needed with the support of your manager.

🎯 Requirements

• Experience with Zendesk or another major ticketing CRM • Empathy paired with strong written and verbal communication skills • Structured thinking and the ability to prioritize independently, especially under operational pressure • Process rigor and comfort working across multiple systems with attention to accuracy • Willingness to learn and apply customer support best practices and industry trends • Organizational and time management skills to prioritize member needs • A collaborative, team-oriented approach and the ability to partner effectively across departments • Adaptability and comfort operating in a fast-paced, growing environment • Reliable, high-speed internet connection with a minimum of 25 Mbps download and 25 Mbps upload speeds

🏖️ Benefits

• Competitive compensation package that includes salary • Equity options • Paid time off • Bonuses • 401K plan • Comprehensive benefits