Member Experience Optician

The Opportunity:

We’re looking for a Member Experience Optician to join our Member Experience team. This role is critical to delivering high trust, high touch care to our members and employer partners as XP Health continues to scale with intention and impact.

This role is ideal for someone who thrives in a dynamic environment, enjoys building relationships, and wants to grow alongside a rapidly scaling company.

📍 Location: Remote 

What You’ll Do

• Member Support and Optical Expertise
• Provide expert guidance to members on eyewear, lenses, and optical benefits across virtual and in-person settings.
• Take ownership of optical inquiries through Zendesk, Slack, and other support channels, resolving issues with clarity, care, and efficiency.
• Deliver personalized recommendations that reflect both clinical knowledge and member lifestyle needs.
• Proactively communicate order status updates and collaborate cross-functionally to resolve escalations.
• Order Management and Quality Assurance
• Manage end-to-end optical orders, including lens selection, order tracking, returns, and remakes.
• Ensure all optical transactions meet quality standards and align with company policies.
• Training and Team Enablement
• Support and mentor Tier 1 Member Experience agents by strengthening their optical knowledge and confidence.
• Contribute to training materials and best practices related to eyewear, member communication, and service excellence.
• White-Glove and VIP Service
• Conduct personalized virtual consultations for VIP members, delivering elevated, concierge-level support.
• Build long-term member relationships through thoughtful follow-up and seamless experiences.
• Continuous Improvement
• Maintain deep knowledge of XP Health products, services, and evolving optical offerings.
• Identify trends, gaps, and opportunities to improve member experience and operational efficiency.
• Share insights from field events and member interactions to inform internal teams.

What We’re Looking For

• Strong opticianry background with hands-on optical expertise
• ABO certified, or able to obtain within 6 months of hire
• Demonstrated experience engaging directly with customers, including confidence presenting to and speaking in front of groups
• Strong written and verbal communication skills, with a polished, professional presence
• Well-organized, with the ability to balance remote support work alongside in-person responsibilities
• 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

Bonus Qualifications

• Experience with Zendesk, or other major ticketing CRM.
• Experience with startups is a plus.
• College degree is a plus.