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Member Support Agent

Part Time

Remote, usa

Job overview

This is a part-time non-benefited position that will be scheduled to work 16-24 hours per week. Please read full job description for additional details.

Member Support Agents respond to emails and phone calls from members with concerns and queries concerning the Omada program and app. Omada Agents are enthusiastic about educating people about the Omada program and are ready to assist members in overcoming any obstacles, assuring a rapid resolution and a great experience. Agents aren’t hesitant to ask questions, and they’re excited to learn about new product features and changes so they can better serve our members. Agents interested in advancing their careers in operations will show an interest in Member Support procedures, how we function, and how we can improve things. Member Support Agents like working as part of a team and are always eager to assist members and teammates.

About you:

If you enjoy working as part of a team, delivering excellent customer service, nurturing cooperation, learning the intricacies of our digital health company, and reveling in the uncertainty of a rapidly evolving start-up atmosphere, this is the career for you. Our team’s objective is to pleasure people we assist by swiftly, correctly, and empathically resolving difficulties. Our goal is to provide our members with a smooth Omada experience.

Your impact:

• Communicate and provide support to members over chat, email, and phone in a way that embodies the company mission and values
• Process applications with accuracy and with attention to detail in a considerate and timely manner
• Go above and beyond to provide world class member experiences resolving member’s inquiries and overall put our members first
• Increase overall member satisfaction by meeting and exceeding support metrics and service levels
• Be empowered to work autonomously, continuously learning, and are expected to adhere to meeting schedules, times, and prioritize accordingly
• Act with discretion and confidentiality when handling member information
• Develop and maintain an aptitude and knowledge of our products, processes and systems
• Work in close partnership with peers and cross-functional teams to improve Member Support processes
• Periodically work on special short-term projects to offer customized support for new products or enhancements

You will love this job if you:

• You are the first to take on the most difficult support situations, relishing the challenge of resolving new problems.
• Within a startup atmosphere, you carefully control your stress levels, focus on what matters most in time management, and keep a pleasant, calm demeanor.

Bonus points for:

• Experience on a growing support team at a startup or in the healthy industry
• 6 months to 1 year of customer service or call center experience
• Communication. Outstanding verbal and written communication skills. Clear, empathetic communicator able to balance rapport and problem solving. You are comfortable communicating through email, phone, and application.
• Problem solving. Use creative and critical thinking strategies to provide a great member experience.
• Confidentiality. You act with discretion and can be trusted to handle confidential information appropriately.
• Learner mindset. You’re highly self-directed, adaptable, and up for feedback in a fast paced, always changing environment.
• Personable. You love engaging with and meeting members and enjoy building relationships.
• Accountable. You see the value in both, giving and receiving, constructive feedback and you often seek new opportunities to improve and develop your skills.
• Process oriented. Always thinking of how you can improve processes to make the team even more efficient.
• Proactive. You’re always anticipating what might come next and how to better support the team.
• You are interested in a career in support, healthcare and technology
• Adaptability – Be able to quickly shift and adjust course as needed with an ever changing environment

Requirements

• Availability from 5am to 6pm PST/8am-9pm EST
• Available to work 16-24 hours weekly
• Must be available for 40 hours during first couple weeks for training
• Must be available during the holiday season
• Must be able to commit to working some holidays
• Dedicated and private workspace

Benefits

• Competitive salary with generous annual cash bonus
• Remote first work from home culture
• Competitive vacation to help you rest, recharge, and connect with loved ones
• Two giftable Omada enrollments per calendar year
• …and more!