Customer Service Associate Jobs

Alloy is a direct-to-consumer women’s health company founded to improve the health and wellbeing of women over 40. We approach women’s health with radical honesty. We are building the pre-eminent brand for women seeking solutions to the symptoms of aging. We provide direct access to healthcare providers as well as the medicine and products that serve women best. Alloy is driven to improve women's health and the cultural conversation around women in the prime of their lives.

Alloy is currently seeking a CUSTOMER EXPERIENCE ASSOCIATE, responsible for activities that provide exceptional support and service to Alloy members and prospects . The role is fully remote and will report directly to the Director of Strategy & Operations. This role will start as a 4-month contracted position with the potential of extending into a full-time role with benefits.

Role and responsibilities:

• Core Experience - Use the Gladly platform to interact with the Alloy customer - support her with general questions, provide her with the right guidance to find answers, give personalized support. SLAs for emails are response time within 12 hours and resolution within 24 hours
• Customer Experience (Cx) Operations- help move and support the customer across partnerships including doctor network and pharmacy partnerships. Work with Alloy engineering team to identify bugs and problem solve issues along the customer journey
• Analysis - leverage learnings and data from customer experience platform to analyze major Cx learnings and share with strategy and product teams to improve brand and experience. Improve platform tracking and data collection to improve key takeaways
• Community creation - support CEO and Cx team in developing and creating community experience initiatives

What this looks like day-to-day:

• Provide day-to-day support of our members, which includes real-time conversations via email, SMS and phone
• Work on and building organizational tools to manage tasks
• Provide input for strategy for customer outreach
• Analyze monthly CX trends and issues and draw actionable insights shared with internal teams
• Work directly with internal and external teams (pharmacy, engineering, medical and ops) to resolve customer issues
• Resolve issues in a timely manner while effectively prioritizing customer needs

Requirements

• Previous experience or interest in health or wellness (preferred)
• Associate Degree or BA Degree
• Excellent written and verbal communication skills. Expert communicator in both small-talk and high-pressure moments
• You identify as: analytical, organized, detail-oriented, team-player, empathetic
• 1-3 years of professional experience in a support or operations type role
• Basic excel experience (preferred)
• Must thrive in dynamic environments. Driven to take on new responsibilities
• Ability to deal with extremely confidential and sensitive information

Life At Alloy:

At Alloy, you will be joining a kind, passionate & driven team, with a mission and a sense of humor. As part of the early team, you’ll have real autonomy, ownership, accountability within a flexible work environment.

• Flexible time off policy
• Salaried position