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Member Experience Specialist

XP Health

XP Health

Customer Service
San Carlos, CA, USA
Posted on Saturday, June 1, 2024
ABOUT XP HEALTH:

XP Health recently raised $25 M Series A (and extension) to transform vision benefits for insurance carriers, companies, and employees. XP Health is a vision care company that has reinvented how members get eye exams and eyewear using technology and by creating a highly personalized experience, ultimately democratizing high-quality vision care for all. We are disrupting a $40B annual industry that has seen minimal innovation over the past 20 years and have expanded our reach to over 1,500 clients.

At XP Health, we are revolutionizing the optical industry by providing cutting-edge eyewear products and exceptional customer service. We believe that everyone deserves clear vision and stylish eyewear to express their unique personalities.

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

RESPONSIBILITIES:

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.

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, 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 silo'd. 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 to 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 with startups is a plus.
  • College degree is a plus.

CULTURALLY:

We aren't looking for perfection, none of us is perfect. We are looking for those that have a strong character and desire to continually learn and contribute to a meaningful mission.

You align with XP Health's company values

Act for our members (How we approach our members)

  • Our members and their experience are at the center of everything we do. We intensely focus on enriching their lives by focusing on excellence in how we serve, analyzing data, and thinking differently.

Celebrate Each Other (How We Approach Each Other)

  • Our unique blend of experiences and perspectives enables us to build innovative products and our drive to create change doesn't get in the way of our humility, empathy, and compassion for one another.

Champion the adventure (How we approach the unknown)

  • The road to democratizing access to vision care comes from overcoming unique challenges, not by embracing the status quo. We cherish the milestones, teamwork, and fun that make the journey worthwhile.

Embrace a growth mindset (How we approach new ideas)

  • We're able to consistently deliver measurable results by having a growth and owner's mindset and being curious, open-minded, and direct.

WHY XP HEALTH:

  • We are a small and fast-growing company at the forefront of revolutionizing the optical industry
  • This is your opportunity to work with a small, fun group of like-minded individuals that want to make their mark on how eyeglasses are delivered in the future … to change the status quo
  • Collaborate with a passionate and diverse team dedicated to providing exceptional member service
  • Opportunity for professional growth and advancement within the company
  • Build a real career with a competitive wage and benefits package and real career growth potential as we build our business to 100x+ our current size

If you are a dedicated and experienced/ready to learn support representative and ready to make a significant impact in the optical industry, we want to hear from you!

We provide a comfortable working environment with all the right tools for success, respectful and fun team members, and competitive pay to those that fit our mission and culture of mutual respect and having fun together.