Member Success Associate 1 - 17472219999
Support Shepherd, Philippines
Job Description
LOOKING FOR FILIPINOS WHO ARE PHILIPPINES-BASED CANDIDATES
We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your initial application.
Position : MEMBER SUCCESS ASSOCIATE
Work Hours : within the Pacific Time zone, Central Time Zone, and Eastern time zone (depending on the location assignment), also a schedule to work on Weekends with an option to choose 2 days of the week for their days off
Holidays : TBD
Pay Range : 1,800 - 2,000 USD per month
About the role:
We’re looking for full-time contract support on our Member Success team with our rapidly growing consumer health tech startup. This role requires attention to detail across member texts, emails, and inbound requests. Additionally, we have several manual processes that are in flux and will require your support. As a member-facing part of the company, you must be able to build trusted relationships with members through respectful and open communication. With that in mind, we expect our team to have curious minds and deep dive into our processes to have a deep understanding of how things work to better serve our members with thought-out responses.
Duties and Responsibilities:
- Responsive Communication: Respond promptly and professionally to member inquiries via chat, email, and text messages, ensuring high levels of customer satisfaction.
- Process Understanding: Develop a comprehensive understanding of our organization's processes and services to efficiently address member queries and provide accurate information. Continuously self-educate to stay updated on new features and offerings.
- Adaptability: Thrive in ambiguous and rapidly changing environments by demonstrating flexibility and resilience. Adapt to evolving member needs and organizational priorities to deliver exceptional service.
- On-Call Support: Be available for on-call messaging during member visits to laboratories, clinics, or other designated locations. Provide timely assistance and guidance to members to ensure smooth experiences during their visits.
- Technical Proficiency: Utilize internal tools and spreadsheets effectively to manage member interactions, track inquiries, and maintain accurate records. Troubleshoot technical issues as needed to enhance member satisfaction.
Requirements
- Experience: A minimum of 7 years of proven experience in customer success roles, preferably within the healthcare sector, demonstrating a track record of successfully managing client relationships and resolving inquiries.
- Technical Skills: Proficiency in using internal tools, spreadsheets, and CRM systems to effectively support member interactions and enhance operational efficiency.