Member Experience Specialist

The Opportunity

As a fast-growing company, we seek a talented and passionate Member Experience Specialist to help elevate our member experience and solve meaningful interactions. 

This role is ideal for someone who thrives in a dynamic environment, enjoys solving meaningful problems on behalf of members, and wants to contribute to a rapidly scaling company.

What You'll Do

• Member Inquiries
• Utilize your problem solving and interpersonal skills to handle incoming phone calls, messages/chat, and email tickets from members via Zendesk.
• Humanize every interaction while resolving issues with clarity, care, and efficiency.
• Deliver thoughtful, member-first communication across virtual channels.
• Zendesk Agent Workspace
• Follow best practices and SOPs for ticket resolution.
• Stay organized and work through priority guidelines while keeping interactions human.
• Internal Tools and Cross-Functional Collaboration
• Learn and use available resources, including internal tools for SOPs, training, our custom member information portal, Slack, Google Workspace, and JIRA.
• Navigate multiple systems and verify data before communicating with a member to ensure accuracy and reduce the risk of mis-communication.
• Partner closely with the Member Experience and Lab teams to build trust, reduce friction, and resolve issues quickly.
• KPIs and SLAs
• Work toward meeting team KPIs and SLAs collectively, with guidance and support from your manager and leadership.
• Take ownership of your performance and the metrics that reflect member experience quality.
• Team Collaboration
• Remote doesn't mean siloed. Our Member Experience team is built on skill-based collaboration, leaning on each other's strengths to deliver a great experience.
• Communicate needs, insights, and learnings so the whole team can grow and improve together.
• Continuous Improvement
• You're on the front line representing XP Health. Your insights and feedback are the backbone of continuous improvement.
• Propose and help implement process changes as needed with the support of your manager.

What We're Looking For

• Experience with Zendesk or another major ticketing CRM.
• Empathy paired with strong written and verbal communication skills.
• Structured thinking and the ability to prioritize independently, especially under operational pressure.
• Process rigor and comfort working across multiple systems with attention to accuracy.
• Willingness to learn and apply customer support best practices and industry trends.
• Organizational and time management skills to prioritize member needs.
• A collaborative, team-oriented approach and the ability to partner effectively across departments
• Adaptability and comfort operating in a fast-paced, growing environment
• Reliable, high-speed internet connection with a minimum of 25 Mbps download and 25 Mbps upload speeds