Member Experience Specialist

Job Description:

About XP Health

At XP Health, we're on a mission to revolutionize vision care through cutting-edge technology, including augmented reality, while ensuring a delightful and seamless user experience. We aim to make high-quality eye care accessible to everyone. Today, we are honored to serve over 3,000 clients, including several Fortune 500 logos and notable Silicon Valley companies. With passionate founders and a team that boasts deep expertise in the field, XP Health has driven efficient, best-in-class growth to date, and is hungry for more.

We invite you to become part of our dynamic and diverse team, where unique perspectives meet unparalleled growth opportunities. With over $50M in funding raised, including our Series B round in early 2024, we’re positioned for exciting new challenges and impactful contributions to the healthcare landscape.

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 from 6 AM - 7 PM PST Monday through Friday. This role will support members during the 7 AM - 4 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 7 AM – 4 PM PST shift.

CA Pay Range

$50,000 - $50,000 USD

Compensation & Benefits

We offer a competitive compensation package that includes salary, equity options, paid time off, bonuses, a 401K plan, and comprehensive benefits. We believe in taking care of our team members so they can focus on their work and personal development.

XP Health’s company values

• Members First: We put our members at the heart of everything we do, driving every decision with their needs in mind.
• Drive Impact: We are achievement-oriented, have an ownership mindset, transcend expectations, and focus on delivering excellence. We measure success by the impact we create.
• Innovate Boldly: We tap into our individual talents to challenge the status quo and pioneer courageous new ideas.
• Grow Together: We embrace curiosity, challenges, and continuous improvement while supporting each other’s growth. Mistakes are welcome; we learn, adapt, and move forward together.
• Lead with Kindness: We strive for excellence while remaining humble, empathetic, inclusive, and grounded.

Diversity & Inclusion Commitment

At XP Health, we are committed to fostering a diverse and inclusive workplace that reflects the communities we serve. We believe that a variety of perspectives and experiences contribute to innovation and success. We welcome applicants from all backgrounds, including racial and ethnic minorities, individuals with disabilities, veterans, and members of the LGBTQ+ community. 

Our goal is to create an environment where everyone feels valued, respected, and empowered to contribute their unique talents. We encourage all individuals who are passionate about our mission to make vision care more affordable, accessible, and convenient to apply, and join us in building a more inclusive future together.

Come join our fast-growing team to disrupt and recreate a better vision care experience from the ground up!