Member Support Associate, Bilingual (English/Spanish)

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct visits to activate sensors for new members, ensuring successful connectivity of the necessary devices.

• Facilitate a continuous stream of scheduled, member-facing appointments throughout the day, emphasizing quality and consistency in each interaction.

• Interact with members primarily through video and phone calls for most of the workday, offering real-time, solution-oriented support in a high-volume, queue-based environment.

• Manage consecutive customer interactions across phone, video, and chat platforms with minimal downtime.

• Efficiently troubleshoot technical issues while delivering empathetic, high-quality experiences for members.

• Accurately document all interactions in real-time, ensuring clear visibility across systems and teams.

• Oversee and resolve support cases within a ticketing system.

• Prioritize and triage incoming inquiries based on urgency and impact to ensure timely resolutions.

• Consistently achieve Service Level Agreements (SLAs) and performance metrics, including first response time, resolution rate, and customer satisfaction.

• Collaborate with cross-functional teams to escalate and resolve complex issues as necessary.

• Maintain a keen attention to detail while multitasking across various systems, tools, and workflows.

⛳️ Requirements

• Completion of a post-secondary program.

• A minimum of 2 years of experience in customer-facing roles.

• Fluency in English and Spanish is preferred.

• Experience in a high-volume, queue-based contact center setting, handling consecutive customer interactions across phone, video, and chat.

• Capability to resolve technical issues in real time while providing empathetic, high-quality member experiences and adhering to SLAs.

• Clear and confident communicator adept at managing high-frequency interactions and navigating challenging conversations with professionalism.

• Strong organizational abilities with the capacity to prioritize, adapt quickly, and consistently meet productivity and quality goals.

• Team-oriented individual with a commitment to member success and a history of enhancing satisfaction (healthcare experience preferred).

🏝️ Benefits

• A competitive compensation package aligned with leading technology firms.

• As a remote-friendly organization, we are dedicated to providing opportunities for all employees to foster relationships, enhance cross-functional collaboration, and celebrate our achievements.

• Opportunity for equity participation.

• Unlimited vacation available with manager approval.

• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents.

• Comprehensive employer-sponsored healthcare, dental, and vision coverage for you, with 80% coverage for your family; options for Health Savings Accounts and Flexible Spending Accounts.

• 401k retirement savings plan.