Member Support Associate

This is a fully remote position, open to applicants in Alaska, +1 more state.

📋 Description

• We are seeking enthusiastic and inquisitive Member Support Associates to become part of our team!

• Our mission is to ensure that every customer leaves satisfied with the support they receive when reaching out to us.

• Providing exceptional customer service via phone, email, and chat is our top priority.

• In this position, you will engage directly with both new and returning customers, addressing their inquiries and concerns.

• You'll need to tap into your creativity and curiosity, utilizing your natural empathy to ensure that each customer feels positive and content after every interaction.

⛳️ Requirements

• Availability to work an 8-hour shift from 10:30 AM to 7:00 PM MT, Monday through Friday.

• A wired (not Wi-Fi) connection to a DSL/Cable internet service with adequate speed and stability to reduce connectivity issues.

• Customer Service — Provide assistance to Help Lively end-users via phone, email, and chat during business hours.

• Timely & Accurate Support — Ensure each customer departs happy with precise and prompt information.

• Problem Solving — Streamline and resolve complex tasks associated with all Lively products.

• Reporting & Data — Create bug reports for reproducible product issues and manage task incidents in Jira for data reconciliation purposes.

• Adaptable — Our busy Open Enrollment and tax seasons (every year from November through April) require us to remain flexible and adaptable to maintain excellent support amid high customer volume.

• Detail-oriented — Possess outstanding attention to detail, capable of handling multiple tasks or utilizing various systems simultaneously.

• Communicator — You bring strong written, verbal, and listening abilities, allowing you to grasp complex issues, articulate their solutions, and provide a remarkable customer experience.

• Passionate — We seek team members who infuse their enthusiasm and empathy into every interaction, striving to make a significant impact in our customers' lives. You are dedicated to helping our customers find the answers they need and aim to exceed expectations.

• Cool as a Cucumber — You have the ability to remain calm and composed, even in heated situations.

• Team-player — With a sense of humor and a down-to-earth personality, you thrive in a hard-working yet fun environment where respect is paramount.

• A Bachelor’s degree from an accredited college or university is preferred, though not mandatory.

• Proficiency in both English and Spanish is a significant advantage!

🏝️ Benefits

• Competitive salaries

• Stock options

• Medical, dental, vision, life, and disability coverage

• An HSA with employer contribution

• FSA

• Paid parental leave

• Medical travel benefits

• A 401k plan

• Flexible vacation policy

• Lifestyle spending accounts

• And much more!