Customer Support Associate (Remote)

Customer Support Associate (Remote)
Remote

<div class="content-intro">Bold is the leading healthy aging platform, offering personalized, evidence-based exercise programs for Medicare members that help prevent falls, reduce musculoskeletal pain and disability, and increase physical activity levels. Innovative Medicare health plans and provider groups rely on Bold to deliver engaging, clinically sound exercise programs that members love to use and that achieve significant health outcomes. Bold is backed by leading investors, including Rethink Impact, Andreessen Horowitz, Khosla Ventures, GingerBread Capital, Primetime Partners, and Maveron.</div>Bold is looking for a Customer Support Associate to provide assistance to Bold’s members in order to build stronger relationships and support members on their healthy aging journey. To help us achieve our mission, we are looking to hire a Customer Support Associate who has strong interpersonal skills, can understand and support our members’ needs, and envisions a world where every aging adult has access to personalized, easy-to-follow online workouts.  This is a full time remote role and will report to our Manager of Member Experience. As a key member of our Member Experience team, here’s what you’ll do: Key Outcomes:  <ul> <li>Handle an average of 30-45 inbound tickets per day from Bold members while solving and documenting interactions with relevant and accurate information </li> <li>Ensure a consistent response rate of under 2 hours with the ability to troubleshoot technical issues and provide a deep investigation to solve each ticket </li> <li>Utilize the provided onboarding training guide to become a Bold expert, enabling a positive experience for every member</li> <li>Communicate trends in member feedback and proactively surface ideas for improvement to the manager and cross functional teams</li> <li>Build trust with Bold’s members while adhering to all company policies & procedures, including HIPAA rules & regulations to ensure security of all protected health information</li> </ul> The most important skills for the role are*: <ul> <li>1-3 years experience working in a customer service or call center environment</li> <li>Communication: Superior written and verbal communication skills with the ability to respond to unscripted or unexpected situations. Showcases the ability to handle multiple communication channels simultaneously </li> <li>Empathy: Calm and empathetic individual with strong interpersonal skills who can understand and support our members’ needs</li> <li>Critical Thinking: Strong technical acumen and ability to critically think and problem solve through complex issues and work to resolve them in a timely manner</li> <li>Detail Oriented: Demonstrates great attention to detail and goes above and beyond to deliver great customer experiences</li> <li>Technical & Analytical: Showcases experience working with a CRM. Able to structure data and draw insightful conclusions while proactively sharing those insights with leadership</li> </ul> In addition to the above, it would be great if you also had:  <ul> <li>Experience working with Zendesk</li> <li>Experience in a fast paced startup environment (a plus if in health-tech)</li> </ul> *We know people from historically underrepresented communities are less likely to apply if they don’t meet all of the above criteria. Please apply anyway! We want people who are fast learners, eager to take on new challenges and will help us build a best in class company that will change what it means to age.  Interested? Great! Here’s what you should know: At Bold we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life — including, but not limited to, race, gender identity, sexual orientation and disability status. If you’re motivated by our mission and eager to contribute to our team and culture, we’d love to hear from you. Compensation:  We’re committed to an inclusive, consistent, and equitable approach to compensation and anticipate that this position will earn between $45,000-$50,000 annually. The exact salary will depend on the amount of relevant and transferable experience you bring to the role. You will also receive meaningful equity in the form of a stock option grant. <div class="content-conclusion"><h2>Benefits:</h2> <ul> <li>Comprehensive health, dental, and vision insurance</li> <li>12 weeks of paid parental leave after 1 year of employment (6 weeks of paid parental leave otherwise)</li> <li>Company-sponsored life insurance</li> <li>Unlimited PTO</li> <li>401(K) after 6 months of employment</li> <li>Monthly fitness stipend</li> <li>One-time stipend for home office setup</li> </ul> Age Bold, Inc. is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We do not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, pregnancy status, national origin, disability, veteran status, or any other factor prohibited by law.  </div>

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