Member Experience Specialist

The Opportunity 

As a fast-growing company, we seek a talented and passionate Member Experience Specialist to help elevate our member experience and solve meaningful interactions.

We’re not looking for perfection—none of us are! What matters most is a strong character, a growth mindset, and a commitment to contributing to a meaningful mission. If you're a dedicated support representative, whether experienced or eager to learn, and you're ready to make an impact in the optical industry, we’d love to hear from you! We offer a supportive work environment with the right tools for success, a team that values respect and collaboration, and competitive pay for those who align with our mission and culture of teamwork and fun.

As a Member Experience Specialist, you will report to the Member Experience Manager and will play a critical role in ensuring our members have a great experience while solving their requests. Our Member Experience team is available Monday through Friday 6 am - 7 pm PST. This role will support members during the 10 am - 7 pm PST shift schedule. 

Responsibilities

• Member Inquiries: Utilize your problem-solving and interpersonal skills for incoming phone calls, messages/chat, and email tickets from Members via Zendesk.
• Zendesk Agent Workspace: Follow the best practices and SOPs for ticket resolution. Organization and working through priority guidelines are a must while humanizing the interaction. Follow Zendesk escalation procedures when necessary.
• Internal Tools: Learn and use your available resources. We have internal tools for SOPs, training, Slack for communication, and a custom member information portal. We utilize Google Workspace, Slack, and JIRA for triaging outside of our internally built tools.
• KPIs and SLAs: Your manager and leadership are here to guide and support you. Each representative will be working toward meeting our team KPIs and SLAs collectively. You are responsible, with our support,  for your performance that impacts these reporting metrics.
• Team Collaboration: Remote doesn’t mean siloed. Our Member Experience team is built on skill-based hiring, meaning to provide a truly great experience we may need to lean on each other’s strengths. We collaborate, and also learn, together. You are responsible for communicating any needs or insights for us all to grow and improve. 
• Process Improvement: 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.

Qualifications

• Experience with Zendesk, or other major ticketing CRM.
• Empathy with strong communication skills.
• Willingness to learn/apply customer support best practices and industry trends.
• Organizational and time management skills to prioritize Member needs.
• Comfortable with ambiguity and change, we are in a high-growth phase.
• Experience in a fast-paced or startup environment
• Must be available to work the 10 AM – 7 PM PST shift.
• Start date: April 21, 2024 (flexible for a later start, if needed).