XP Health, Inc.
Member Experience Specialist
XP Health, Inc., San Carlos, California, United States, 94071
ABOUT XP HEALTH:At XP Health, we are revolutionizing vision care with cutting-edge technology like augmented reality alongside a dedication to a delightful and seamless user experience, ultimately making quality eye care accessible for all. Today, we are honored to serve over 2,600 clients, including multiple Fortune 500 logos and many of the standout companies in Silicon Valley. With passionate founders and a proven team with subject-matter expertise in the space, XP Health has driven efficient, best-in-class growth to date and is hungry for more.Join our dynamic, diverse team for unparalleled growth opportunities and the chance to make a meaningful impact on millions of people's healthcare.POSITION:
Member Experience SpecialistHOURS:
Our Member Experience team is available Monday through Friday 6 am - 7 pm PST.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.Internal Tools : Learn and use your available resources including internal tools for SOPs, training, Slack for communication, and a custom member information portal.KPIs and SLAs : Work toward meeting our team KPIs and SLAs collectively with guidance from your manager and leadership.Team Collaboration : Communicate any needs or insights for team growth and improvement.Process 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 are looking for individuals with strong character and a desire to continually learn and contribute to a meaningful mission.WHY XP HEALTH:We are a small and fast-growing company at the forefront of revolutionizing the optical industry.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.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!CA Pay Range:$50,000—$50,000 USDSeniority level:
Entry levelEmployment type:
Full-timeJob function:
Management and ManufacturingIndustries:
Technology, Information and Internet
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Member Experience SpecialistHOURS:
Our Member Experience team is available Monday through Friday 6 am - 7 pm PST.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.Internal Tools : Learn and use your available resources including internal tools for SOPs, training, Slack for communication, and a custom member information portal.KPIs and SLAs : Work toward meeting our team KPIs and SLAs collectively with guidance from your manager and leadership.Team Collaboration : Communicate any needs or insights for team growth and improvement.Process 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 are looking for individuals with strong character and a desire to continually learn and contribute to a meaningful mission.WHY XP HEALTH:We are a small and fast-growing company at the forefront of revolutionizing the optical industry.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.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!CA Pay Range:$50,000—$50,000 USDSeniority level:
Entry levelEmployment type:
Full-timeJob function:
Management and ManufacturingIndustries:
Technology, Information and Internet
#J-18808-Ljbffr