Customer Experience Associate
New
C
CollectiveHealth and Wellness
United States, US business hoursFull-TimeEntry
Salary$50K - $70K
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Job Details
- Required Skills
- Problem SolvingWritten communicationZendeskCustomer support
Requirements
- Member-obsessed mindset with a focus on solving problems rather than closing tickets.
- Strong, warm, and clear written communication skills.
- Ability to remain calm, detail-oriented, and steady under pressure while managing multiple conversations.
- Coachable with a strong desire for professional growth and skill development.
- Comfortable using AI tools for daily tasks and modern support platforms.
- Sound judgment in distinguishing between general support inquiries and clinical/safety-critical issues.
- Curiosity about peptides, longevity, and health with alignment to the company's mission.
- Prior experience in customer service, retail, or hospitality is preferred.
- Familiarity with support tools like Intercom or Zendesk is a plus.
Responsibilities
- Own day-to-day member conversations over email and chat with warmth, speed, and accuracy.
- Utilize existing macros, FAQs, and help documentation as a foundation while flagging gaps or areas for improvement.
- Meet individual targets for response time, resolution, and CSAT goals.
- Triage and route medical questions to physician partners following established protocols.
- Escalate urgent, safety-critical, or time-sensitive issues immediately.
- Identify and report member feedback, patterns, and bugs to drive product improvements.
- Take on increasing scope and responsibility as the support team scales.
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