About the Role
Member Success Associate
Contract in United States Remote (any location) – Associate – Operations – $25.00 – $25.00 / hr
We’re looking for a Member Success Associate to join our rapidly growing consumer health tech startup. As Associate, you will focus on handling escalated cases and expanded scope to ensure the highest level of satisfaction, engagement, and retention for our valued members. Responsibilities will encompass managing more complex inbound and outbound communications across various channels, including text, email, and chat. Additionally, as associate will provide support to peers, contributing to their development and ensuring consistent service quality throughout the team.
Responsibilities:
- Responsive Communication: Respond promptly and professionally to member inquiries via chat, email, and text messages, ensuring high levels of customer satisfaction.
- Process Understanding: Develop a comprehensive understanding of our organization’s processes and services to efficiently address member queries and provide accurate information. Continuously self-educate to stay updated on new features and offerings.
- Adaptability: Thrive in ambiguous and rapidly changing environments by demonstrating flexibility and resilience. Adapt to evolving member needs and organizational priorities to deliver exceptional service.
- On-Call Support: Be available for on-call messaging during member visits to laboratories, clinics, or other designated locations. Provide timely assistance and guidance to members to ensure smooth experiences during their visits.
- Technical Proficiency: Utilize internal tools and spreadsheets effectively to manage member interactions, track inquiries, and maintain accurate records. Troubleshoot technical issues as needed to enhance member satisfaction.
Nice-to-haves
- Start-up experience, particularly in early-stage technology companies.
- Familiarity with healthcare or wellness industry design considerations.
- Proficiency in spreadsheets (Google Sheets and Excel), CRM systems, and ability to learn internal tools