Customer Experience Associate (Remote)

Lifeforce; Santa Monica (CA); Remote; USD 125,000 - 150,000; Full time

Job summary

Lifeforce is seeking a Customer Experience Associate passionate about health and wellness to provide high-touch member support. This 100% remote role offers a salary of $22 - $24.50 per hour, with a generous benefits package and a chance to significantly impact a growing organization.

Benefits

Company provided computer and required equipment

Complimentary Lifeforce Membership for Full Time Employees

Generous benefits package including Healthcare, Dental, Vision

Qualifications

• 2+ years work experience required.
• 1+ year in customer-facing support role, preferably in health-related field.
• Experience working remotely is strongly preferred.

Responsibilities

• Respond to customer inquiries across email, phone, SMS.
• Provide personalized assistance and exceptional customer journey.
• Report on customer trends and maintain performance targets.

Skills

Communication

Problem Solving

Organizational Skills

Attention to Detail

Tools

Zendesk

Job description

Lifeforce is the largest longevity medicine program in the U.S. and the future of proactive care. We’ve built the first comprehensive proactive health program combining diagnostics, doctors, coaches, and science-backed longevity therapies.

We are hiring a Customer Experience Associate with a passion for health and wellness who will work alongside our clinical and diagnostic teams. You’ll work to build relationships with our members and understand their unique goals and needs. You’ll go above and beyond to solve problems, navigate them smoothly through our process, and educate them on how our diagnostic tests, supplements, pharmaceuticals, and expert care combine to support their peak health. This role represents an amazing opportunity for an ambitious associate with a passion and gift for delivering high-touch, ongoing member support.

Responsibilities will include:

• Respond to customer inquiries across email, phone, SMS and other messaging systems with excellent tone, grammar and spelling for written communications
• Actively engage new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership
• Anticipate and address member concerns with empathy, delivering an exceptional customer journey.
• Resolve issues in a personalized, accurate and timely manner
• Provide concierge experience to our customers by offering advice related to products and services
• Become an expert in all Lifeforce systems, processes, products and service offerings and maintain up-to-date knowledge in a fast-changing environment
• Complete trainings and up-trainings as-needed
• Maintain highest level of discretion when dealing with customer issues
• Strive to meet and exceed structured performance targets
• Report on customer trends and feedback
• Complete occasional overtime when needed by the business to maintain SLAs

You should get in touch if you have:

• 2+ years work experience
• 1+ year experience in a customer-facing support role. Experience working in the a remote, health-related field or role is preffered.
• Ability to balance efficient execution with a high attention to detail, and quality, in a fast-paced, omnichannel environment
• Exceptional organizational skills while prioritizing tasks, and team collaboration
• Comfortable adapting to evolving tech tools and platforms, working in multiple systems at once, and navigating multiple sources of information. Experience with Zendesk is preferred.
• Excellent problem solving and communication skills
• Ability to demonstrate strong writing skills, spelling and grammar
• Possesses a customer-first, eager-to-help approach. Strong phone and escalation skills preferred.
• Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team. Experience working remotely is strongly preferred.
• Ability to work non-standard business hours, including weekends, evenings & holidays. PST hours are strongly preferred
• Demonstrated experience working in a fast-paced agile environment, while successfully navigating ambiguity.

What we offer:

• A talented, creative, and High-EQ team.
• Company provided computer and required equipment.
• Competitive pay with equity compensation.
• Complimentary Lifeforce Membership for Full Time Employees
• Generous benefits package including Healthcare, Dental, Vision, Life Insurance, and Wellness Care
• Ability to create the culture of the organization as an early key contributor.
• Opportunity to truly have an impact within a growing organization.
• 100% remote working environment

$22 - $24.50 an hour

Commensurate with experience

Please note that job scams are on the rise. If you are contacted for this role, it will be from a team member with an email address domain of @mylifeforce.com. Our company does not use Microsoft Teams and will never ask you to disclose your banking information.

#LI-Remote