Member Success Associate

Job Summary

To support a growing member base, the full-time Member Success Associate will deliver high-quality, real-time assistance to members navigating lab visit-related issues and membership questions, working remotely with a schedule that starts between 6:00-7:00 AM EST and includes occasional US holidays and weekends during on-call rotation.

Key responsibilities

• Support members in real time through various communication channels, ensuring a high-quality experience
• Provide specialized assistance for active lab visit issues and help members navigate complex situations
• Handle inbound and outbound calls to resolve issues, provide updates, and de-escalate concerns

Required qualifications

• Strong member-facing communication skills with the ability to adapt style to different situations
• Experience in navigating high-sensitivity situations with professionalism and empathy
• Demonstrated workflow adherence and the ability to follow established processes accurately
• Proficiency with digital tools and CRM systems to manage interactions and maintain records
• Availability for a consistent schedule with shift start times between 6:00-7:00 AM EST