Member Experience Specialist

XP Health; Deutschland; Vor Ort; EUR 39.082 - 47.768; Vollzeit

Benefits dieser Stelle

Salary

Equity options

Paid time off

401K plan

Comprehensive benefits

Zusammenfassung

XP Health is seeking a dedicated Member Experience Specialist to elevate member interactions across phone, chat, and email, resolving issues with care and clarity via Zendesk.

You will collaborate across teams, follow SOPs, and utilize internal tools like Slack, Google Workspace, and JIRA to verify data and ensure accurate communications with our members.

This role offers growth in a fast‑growing healthtech company committed to diversity and a comprehensive benefits package.

Qualifikationen

• 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 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.
• Collaborative, team‑oriented approach and ability to partner across departments.
• Adaptability in a fast‑paced, growing environment.
• Reliable, high‑speed internet connection (min 25 Mbps both directions).

Aufgaben

• Handle member inquiries via phone, chat, and email tickets using Zendesk with empathy and clarity.
• Follow SOPs and best practices for ticket resolution in the Zendesk Agent Workspace.
• Use internal tools and verify data across systems before communicating with members to ensure accuracy.
• Collaborate with Member Experience and Lab teams to reduce friction and resolve issues quickly.
• Work toward meeting team KPIs and SLAs with guidance from leadership.
• Communicate needs and learnings to the team to drive growth and improvement.
• Contribute to continuous improvement by proposing and implementing process changes.

Kenntnisse

Zendesk experience

Empathy & communication

Structured thinking

Prioritization

Cross-system navigation

Team collaboration

Adaptability

Reliable internet

Tools

Zendesk

Jobbeschreibung

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.

This role is ideal for someone who thrives in a dynamic environment, enjoys solving meaningful problems on behalf of members, and wants to contribute to a rapidly scaling company.

What You'll Do

• Member Inquiries
  • Utilize your problem solving and interpersonal skills to handle incoming phone calls, messages/chat, and email tickets from members via Zendesk.
  • Humanize every interaction while resolving issues with clarity, care, and efficiency.
  • Deliver thoughtful, member‑first communication across virtual channels.
• Zendesk Agent Workspace
  • Follow best practices and SOPs for ticket resolution.
  • Stay organized and work through priority guidelines while keeping interactions human.
• Internal Tools and Cross‑Functional Collaboration
  • Learn and use available resources, including internal tools for SOPs, training, our custom member information portal, Slack, Google Workspace, and JIRA.
  • Navigate multiple systems and verify data before communicating with a member to ensure accuracy and reduce the risk of mis‑communication.
  • Partner closely with the Member Experience and Lab teams to build trust, reduce friction, and resolve issues quickly.
• KPIs and SLAs
  • Work toward meeting team KPIs and SLAs collectively, with guidance and support from your manager and leadership.
  • Take ownership of your performance and the metrics that reflect member experience quality.
• Team Collaboration
  • Remote doesn't mean siloed. Our Member Experience team is built on skill‑based collaboration, leaning on each other's strengths to deliver a great experience.
  • Communicate needs, insights, and learnings so the whole team can grow and improve together.
• Continuous 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.

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
• Reliable, high‑speed internet connection with a minimum of 25 Mbps download and 25 Mbps upload speeds

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!