Member Experience Specialist
About the role
XP Health is a fast-growing company dedicated to revolutionizing vision care through cutting-edge technology. We currently serve over 3,000 clients, including several Fortune 500 logos and notable Silicon Valley companies. With over $50M in funding, including our Series B round in early 2024, we are poised for exciting new challenges.
Opportunity
We are seeking a Member Experience Specialist to enhance our member experience and address meaningful interactions. This role is perfect for someone who excels in a dynamic environment, enjoys solving complex problems, and contributes to a rapidly expanding company.
What You'll Do
- Handle incoming phone calls, messages/chat, and email tickets from members using Zendesk.
- Deliver thoughtful, member-first communication across virtual channels.
- Follow best practices and SOPs for ticket resolution.
- Partner closely with the Member Experience and Lab teams to build trust, reduce friction, and resolve issues quickly.
- Communicate needs, insights, and learnings to the whole team to foster continuous improvement.
What We're Looking For
- Experience with Zendesk or another major ticketing CRM.
- Empathy paired with strong written and verbal communication skills.
- Structured thinking and the ability to prioritize independently, especially under operational pressure.
- Process rigor and comfort working across multiple systems with attention to accuracy.
- Willingness to learn and apply customer support best practices and industry trends.
- Organizational and time management skills to prioritize member needs.
- A collaborative, team-oriented approach and the ability to partner effectively across departments.
- Adaptability and comfort operating in a fast-paced, growing environment.
- A reliable, high-speed internet connection with a minimum of 25 Mbps download and 25 Mbps upload speeds.
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.
Diversity & Inclusion Commitment
At XP Health, we are committed to fostering a diverse and inclusive workplace that reflects the communities we serve. 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.