Member Experience Response Associate
hace 1 mes
Job Title: Member Experience Response Associate
Location: Remote
Type: Contract-to-Hire
Company Overview:
At Function Health, our mission is to empower individuals to take control of their health. Through our innovative platform, we offer comprehensive health insights through over 100+ lab tests, tracking health changes over time, and providing actionable, easy-to-understand results all made affordable and accessible to everyone.
Our leadership doesn't just talk the talk; they've been at the helm of technological innovation and medical excellence. Led by tech visionaries and the esteemed Dr. Mark Hyman of Cleveland Clinic fame—a 15-time New York Times bestselling author—our team is a dynamic blend of pioneering spirits and medical mavericks. As we gear up for our next phase of growth, we're on the lookout for exceptional talent to join our ranks.
We're calling all innovators, disruptors, and those with a penchant for challenging the status quo to join us. Our technical leadership boasts alumni from the ranks of Google Research, where they spearheaded machine learning initiatives that have been deployed at an unprecedented scale. If you're drawn to the idea of leveraging technology to make a tangible difference in people's lives and have the skills to contribute to a platform that's changing the face of healthcare, Function Health is where you can leave your mark. Let's redefine health care together, one innovation at a time.
Role:
Key Responsibilities:
- Customer Interaction: Respond to customer and pre-customer inquiries through written
communication in multiple ticketing systems, ensuring a positive and informative
interaction.
- Cross-Collaboration: Work closely with the marketing team and member experience
engineers to craft and coordinate responses to the top 100 product-related questions
across social media and member communication channels. This role ensures
consistency and accuracy in all public-facing and member communications, effectively
addressing member experience inquiries. The position is crucial for maintaining our
brand's voice and enhancing engagement both externally on social platforms and
internally within our community.
- Issue Resolution: Handle and resolve non-technical questions, escalating technical
issues to the appropriate member experience engineers when necessary.
- Efficient Task Management: Efficiently manage time and responsibilities across
different platforms and departments, ensuring timely responses and follow-ups.
- Feedback Loop: Act as a liaison between customers and internal teams, conveying
feedback and insights from customer interactions to help improve product offerings and
service.
- Process Improvement: Contribute to the continuous improvement of the customer
support process by suggesting enhancements based on customer interactions and
feedback.
Qualifications/Skills:
- Advanced English level
- Experience: Minimum of 3 years in customer service or support roles and
2 years of social media correspondence experience specializing in written support.
- Communication Skills: Excellent written communication skills, capable of explaining
complex issues clearly and empathetically.
- Technical Tools: Proficiency in using multiple customer support ticketing systems;
experience with Sprout, Intercom, Jira, or similar tools is highly desirable.
- Marketing Acumen: Basic understanding of marketing principles and experience
working alongside marketing teams to address customer inquiries related to products.
- Time Management: Strong ability to manage time effectively, prioritize tasks, and switch
between different tools and responsibilities smoothly.
- Problem-Solving: Strong problem-solving skills with the ability to handle customer
complaints and queries efficiently.
- Team Collaboration: Experience working in cross-functional teams, particularly with
engineering and marketing departments.
- Customer Orientation: Strong customer focus with an ability to anticipate customer
needs and formulate appropriate responses.
- Adaptability: Ability to adapt to new tools and processes as required by the evolving
nature of support and marketing platforms.
- Brand Alignment: Knowledge of and ability to adhere to established brand voice and
brand guidelines in all customer interactions.
To be a strong fit you also need:
- Bias Toward Action: Demonstrated ability to take initiative, make decisions under
uncertainty, and move projects forward even in the face of ambiguity. We value
individuals who are self-starters and ready to act on opportunities and challenges alike.
- Remote Work Adaptability: Comfort with remote work environments, demonstrating the
ability to stay productive and connected with the team irrespective of physical location.
- Continuous Improvement: A willingness to question assumptions and a commitment to
continuous improvement. Your openness to feedback and dedication to personal and
professional growth will contribute significan
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