Customer Experience Associate (Bilingual; Spanish) (Part Time, Remote)

About the role

Bold is the leading healthy aging platform, offering personalized, evidence‑based exercise programs for Medicare members that help prevent falls, reduce musculoskeletal pain, and increase physical activity levels. Innovative Medicare plans rely on Bold to deliver engaging, clinically sound exercise programs that members love to use and that achieve significant health outcomes. Bold is backed by leading investors, including Rethink Impact, Andreessen Horowitz, and Khosla Ventures.

Responsibilities

• Conduct outreach via phone, text, and email daily, and answer inbound tickets.
• Successfully complete assigned tickets each day.
• Maintain an >80% phone answer rate per week.
• Act as a hub for all inbound questions regarding Bold and its offerings.
• Maintain a 92% or higher customer satisfaction score.
• Act as the voice between customers and Bold.
• Report bugs with detailed description and data to the engineering team.

Requirements

• 1‑3 years of experience as a customer support representative.
• Experience working with CRMs and customer service tools (Insightly CRM, HubSpot).
• Proficiency with computers; experience with HubSpot, Insightly, Slack, or JustCall is a plus.
• Ability to prioritize and handle a high volume of work while maintaining quality interactions.
• Strong organization and attention to detail.
• Critical thinker: able to quickly understand and absorb new information, connect the dots, and apply prior experience in new contexts.
• Exceptional verbal and written communication skills.
• High levels of empathy, patience, and a positive attitude.
• Strong problem‑solving skills: