Phone Support Associate (Work From Home)

Join a mission driven Member Operations team that is focused on enhancing and supporting the member journey. The ideal candidate thrives in an environment where they are able to both help individual members and build operational processes that will enable their function to scale. They appreciate the complexity of a member's mental health journey and will go above and beyond to make it the best possible experience. They love solving complex technical problems, analyzing member trends, and working cross-functionally with other stakeholders. The role will be on the Member Support team and will report to the Member Operations Manager.
What You'll Do-

• Make recommendations to improve effectiveness and efficiencies of tools through development and adoption of best practices and standardized procedures
• Support members via phone and ensure they are receiving the best level of care in a timely manner
• Complete other special projects as needed
• Assist in developing a long-term support strategy that can enable large enterprise sized launches
• Develop a deep understanding of the Modern Health member journey and the various support touch points along the way
• Manage member escalations and find creative solutions to get them access to care

Who You Are-

• Excellent organizational skills and a keen eye for detail
• Empathetic and loves helping others, especially when it comes to their mental health journey
• Ability to create clear and thoughtful documentation
• Strong verbal and written communication skills
• Works well with different kinds of people and is great at building relationships
• Enthusiastic and methodical when it comes to problem solving and then leveraging data to come up with creative and impactful solutions
• Experience and comfort utilizing a CRM like Kustomer, Talkdesk, and/or Zendesk
• Ability to thrive in a rapidly changing environment, continuously learn, and successfully manage projects with a sense of urgency
• 1-2 years of phone support experience at an early stage start-up, technology or healthcare company

Benefits-

• Flexible PTO
• High deductible health plan option with health savings account
• Company-wide mental health days
• Modern Health product or equivalent cost of external care
• 100% coverage for Medical / Dental / Vision / Disability / Life Insurance (and dependents covered at 50%
• Fundamentals:
• Unlimited career growth opportunity

• Family Support:
• Family Forming Benefit through Carrot
• Parental leave policy
• Childcare

• Professional Development:
• Professional Development Stipend

• 401k
• Financial planning through Origin
• Financial Wellness:

• But wait there's more...!
• Annual Wellness Stipend to use on items that promote your overall well being
• Cell Phone Reimbursement
• Mod Squad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more!
• Mental Wellness Benefit
• Natural Disaster Relief Stipend