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Company | Calibrate |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet,Wellness and Fitness Services,Hospitals and Health Care |
Expires | 2023-09-02 |
Posted at | 9 months ago |
OUR MISSION
- Develop and utilize innovative, integrated support channels (email, phones, chat, etc) to provide members with highly effective, responsive support, and highest standards of quality in all interactions
- Establish team SLA’s and build a data-driven culture, establishing a clear framework to measure success
- Manage escalation of critical member issues, collect and synthesize feedback, and work cross-functionally (with Product, Marketing Clinical, Operations, etc.) to drive product enhancements, defect resolution, and continuous improvement
- Build the strategy for our Member Experience with an aim to improve member satisfaction, streamline operations, and scale effectively and efficiently as the business grows
- Serve as an internal advocate for our members, translating feedback across channels into actionable insights for leadership & the company
- Continually seek opportunities to drive operational efficiency and improve both member and employee satisfaction
- Manage operational dashboard to track and monitor key business metrics; maintain a high-level view of all open member issues, and present regular updates on open issues
- Hire, develop and mentor Member Experience team members, building a culture of excellence and exceptional member experiences
- Excellent customer management instincts and abilities, strong written and verbal communications, executive level presence and experience in facilitation
- Previous experience at an early stage startup - not afraid to roll up your sleeves!
- Core competencies include leadership, member relations, service recovery, process management, data analysis, performance metrics, problem solving, effective communication, business acumen, and technical aptitude
- Ability to leverage problem-solving skills to empower others
- Flexible and organized; flexibility to support change and organization to follow through
- 10+ years in a member-centric role, including 5+ years in leading scaled customer support teams in a call center environment
- BA/BS Degree in a related discipline
- A quick learner and comfortable using a variety of applications and software, such as Zendesk, Google-suite, and Slack
- Fertility, gynecology, and wellness support through Carrot Fertility
- Generous paid time off, including an all-company holiday over Thanksgiving week
- Competitive Paid Parental Leave for parents
- Remote team with a headquarters in NYC
- Calibrate-paid disability and basic life insurance to give you peace of mind during unforeseen events
- Competitive salary with opportunity for equity in an early stage, high growth business
- Calibrate-funded health benefits (medical, dental, vision) - starting at zero cost to you
- Therapy on your time with free access to Headspace and Ginger
- An employee assistance program through Guardian to provide counseling across a range of personal topics
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