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

Age Bold Inc.; United States; Remote; USD 33,000 - 36,000; Part time

Job summary

Age Bold is seeking a bilingual (Spanish/English) Customer Experience Associate for a part-time remote role (up to 29 hours/week) to support Medicare members with engaging, easy-to-follow online workouts.

You’ll conduct high-volume outreach via phone, text, and email, manage tickets, and strive for a high CSAT while coordinating with the Member Experience team. Prior experience with CRMs (HubSpot/Insightly) and strong communication are preferred.

Qualifications

• 3+ years of customer support experience preferred.
• Bilingual Spanish/English communication required.
• Experience with CRMs and customer-service tools.
• Strong written and verbal communication, empathy, and patience.
• Ability to report bugs with detailed descriptions and data.

Responsibilities

• Actively conduct outreach via phone, text, and email daily, plus answer inbound tickets.
• Complete assigned tickets daily with high accuracy.
• Maintain high phone answer rate and top-tier CSAT scores.
• Serve as the hub for inbound questions about Bold and its offerings.

Skills

Bilingual Spanish/English

Customer support

CRM tools (HubSpot/Insightly)

Empathy & active listening

Communication skills

Problem solving

Technical tools (HubSpot/Insightly/Sl‌

Experience with older adults

Tools

HubSpot

Insightly

Slack

JustCall

Job description

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

Remote

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.

Bold is looking for a motivated Bilingual (Spanish/English) Customer Experience Associate to conduct high volume outreach to new and existing members leading to increased enrollment and program completion rates. This is a part time role (up to 29 hours per week) and will work 8-5pm PST hours.

To help us achieve our mission, we are looking to hire a Customer Experience Associate who is a great communicator, is critical thinking, and envisions a world where every aging adult has access to personalized, easy-to-follow online workouts. This is a part time remote role and will report to our Manager of Member Experience.

As a key member of our Member Experience Team, here’s what you’ll do:

Key Outcomes:

• Actively conduct outreach via phone, text, and email daily, along with answering 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 our offerings to people.
• Maintain 92% or higher customer satisfaction score.
• Act as the voice between both customer and Bold.

The most important skills for the role are*:

• 1-3 years of experience as a customer support representative.
• Effective communication: Empathetic and active listener for our future and existing members. You showcase the ability to effectively communicate Bold’s technology product and programs.
• Customer Service Tools: Experience working in CRMs and Customer Services tools (we use Insightly CRM and HubSpot).
• Organization & Attention to Detail: Ability to prioritize and handle a high volume of work while maintaining quality interactions.
• Critical Thinker: Demonstrated ability to quickly and proficiently understand and absorb new information. Able to “connect the dots” so previous experiences can be applied in new contexts. Ability to move quickly and efficiently using several programs to solve member issues.
• Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup).
• Communication: Exceptional verbal and written communication skill.
• Reporting: Ability to report bugs with detailed description and data to the engineering team.
• Soft Skills: High levels of empathy, patience, and a positive attitude.
• Problem-Solving: Strong ability to analyze situations and solve issues efficiently.
• Technical Skills: Proficiency with computers. Experience with HubSpot, Insightly, Slack or JustCall are a plus.

In addition to the above, it would be great if you also had:

• Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup)

*We know people from historically underrepresented communities are less likely to apply if they don’t meet all of the above criteria. Please apply anyway! We want people who are fast learners, eager to take on new challenges and will help us build a best in class company that will change what it means to age.

At Bold we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life — including, but not limited to, race, gender identity, sexual orientation and disability status. If you’re motivated by our mission and eager to contribute to our team and culture, we’d love to hear from you.

Compensation:

We’re committed to an inclusive, consistent, and equitable approach to compensation and anticipate that this position will earn between $24.00-$26.00/hour. The exact salary will depend on the relevant and transferable experience you bring to the role.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Age Bold’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.