Cleo Guide-Specialist (Italy)

Cleo is the only global, holistic family care platform supporting individuals throughout every life stage.

Whether individuals are growing their family; raising babies, children, or teenagers; caring for an adult loved one; doing both as part of the growing Sandwich Generation; or taking care of their own health, Cleo provides life-changing care for families and caregivers through all stages of life. Serving more than 200 clients with members in more than 70 countries, Cleo is proven to improve mental health and decrease burnout for members, all while maximizing cost savings. Cleo delivers evidence-based interventions to improve the health & wellbeing of the family unit, decrease caregiver burnout, increase productivity, and reduce healthcare spend. Cleo has a total $84.7M investment led by top investors such as Transformation Capital, Glynn Capital, PruVen Capital, Gaingels, Greylock, NEA, and Felicis. We're a collaborative and motivated team, and now are looking for experienced and passionate team members like you to join us.

Title : Cleo Guide-Specialist

As a Cleo Guide-Specialist, you will play a crucial role in ensuring exceptional member experiences for our organization's members. You will serve as the primary point of contact for members, assisting them in navigating our services, addressing their inquiries, resolving issues, and providing personalized support. Your empathetic nature, exceptional communication skills, and attention to detail will contribute to fostering positive relationships with our members. You may also bring subject matter expertise to support members in live 1:1 and group settings, as well as messaging, while consulting with colleagues on the Guide team to provide holistic care.

Key Responsibilities :

1. Member Engagement and Support :
2. Serve as the primary point of contact for members, delivering high-quality assistance and support through various communication channels, including phone, video calls, and app messaging.
3. Actively listen to members' concerns, inquiries, and feedback, demonstrating empathy and patience while addressing their needs.
4. Provide accurate and clear information about Cleo’s support offerings.
5. Troubleshoot issues and work towards timely and effective resolutions to ensure member satisfaction.
6. Navigation and Assistance :
7. Guide members through complex processes, such as benefit utilization and navigating app resources, ensuring they understand each step and feel supported.
8. Collaborate with members, other Cleo Guides, and specialists to implement and manage personalized family support plans that drive defined outcomes, as outlined by Cleo’s workflows.
9. Address social determinants of health and wellbeing shared by members and connect them to available resources for further support.
10. Personalized Support :
11. Develop a deep understanding of members’ unique situations and needs, tailoring interactions to provide personalized and relevant solutions.
12. Proactively anticipate members' needs and offer additional assistance, recommendations, and resources as appropriate.
13. Documentation and Assessments :
14. Maintain accurate and up-to-date records of member interactions, ensuring comprehensive and clear documentation of conversations, actions taken, and goals met.
15. Review and administer assessments to better understand the needs of families and caregivers.
16. Actively contribute to improving member support processes, suggesting ideas for workflow, tools, and communication strategies.
17. Participate in training and development to stay updated on policies, industry trends, and offerings.
18. Commit to learning and growth in DEI / inclusive support, unlearning harmful biases when applicable.

Qualifications :

• Fluency in English and Italian, both spoken and written.
• Preference for residents in Italy; open to those fluent in Italian and familiar with Italian culture residing in other European countries.
• Experience supporting parents, caregivers, or families. Preference for backgrounds in nursing (cancer & chronic conditions), child care/education, adolescent development, caregiving, or parenting.
• Understanding of the Italian educational system and childcare/enrichment options.
• Creative problem-solving, critical thinking, and decision-making skills with high autonomy.
• Strong verbal and written communication skills with an empathetic tone.
• Solution-oriented, self-motivated, with a drive to deliver exceptional support globally.
• Comfort with remote work tools like Google Suite, Front, and Slack.
• Ability to adapt in a fast-paced, expanding startup environment.
• Ability to provide feedback on services and technology to improve family experiences.
• Focus on member needs, building rapport, and delivering tailored solutions.
• Decisiveness, logical thinking, and accountability for commitments.
• Excellent listening skills, clear communication, openness to input, and integrity.

We believe in passion and will — don’t let lack of experience in some areas deter you from applying.

Cleo is an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or other protected characteristics.

Role Transparency : This is a part-time (20-25 hours) independent contractor role.

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