Senior Member Support Analyst
Our mission is to deliver high-quality primary care that is accessible, convenient and affordable for all. Every single day you’ll be working on challenging problems with exceptional people to profoundly transform primary care and improve people’s quality of life.
Your role and impact
The Senior Member Support Analyst reports to the Director of Operations and is responsible for providing world-class operations support to 98point6 members and internal teams. In this role, you will define and own key support metrics, identifying areas of opportunity for relentless improvement in efficiency, resolution and customer satisfaction. Your work will be critical to delivering superior support to a rapidly growing member base.
Responsibilities
- Deliver high-quality, front-line customer support to agreed-upon service levels
- Review customer contacts and identify ways to improve the customer experience and eliminate friction-causing roadblocks
- Be a subject matter expert on 98point6 products and services, policies, processes and workflows, both internally and externally
- Leverage data, analysis and reporting metrics to gather actionable insights that drive process improvements
- Partner with management on Zendesk optimization, including process improvement, API integration and configuration
- Development of branded customer experience, macro language and build-out, training tools and adherence
Qualifications
- 3+ years experience in customer support, operations and/or contact center operations
- Demonstrated competency with basic SQL; experience with Google sheets preferred
- Impeccable customer service focus with a relentless desire to exceed expectations
- Experience managing support channels, including phone, chat, text message and email; experience with Zendesk strongly preferred
- Open to the future possibility of weekend work and/or variable working hours
- Outstanding communication and presentation skills
- Demonstrated ability to remain calm under pressure
- Experience in quickly scaling teams not required, but helpful
98point6 provides equal employment opportunities to all without regard to race, color, religion, sex (including sexual orientation or gender identity), national origin, age, disability, genetic information or other protected status.