Customer Experience Associate (Remote)

Lifeforce is the largest longevity medicine program in the U.S. and the future of proactive care. We've built the first comprehensive proactive health program combining diagnostics, doctors, coaches, and science-backed longevity therapies.

We are hiring a Customer Experience Associate with a passion for health and wellness who will work alongside our clinical and diagnostic teams. You'll work to build relationships with our members and understand their unique goals and needs. You'll go above and beyond to solve problems, navigate them smoothly through our process, and educate them on how our diagnostic tests, supplements, pharmaceuticals, and expert care combine to support their peak health. This role represents an amazing opportunity for an ambitious associate with a passion and gift for delivering high-touch, ongoing member support.

Responsibilities will include:

• Respond to customer inquiries across email, phone, SMS and other messaging systems with excellent tone, grammar and spelling for written communications
• Actively engage new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership
• Anticipate and address member concerns with empathy, delivering an exceptional customer journey.
• Resolve issues in a personalized, accurate and timely manner
• Provide concierge experience to our customers by offering advice related to products and services
• Become an expert in all Lifeforce systems, processes, products and service offerings and maintain up-to-date knowledge in a fast-changing environment
• Complete trainings and up-trainings as-needed
• Maintain highest level of discretion when dealing with customer issues
• Strive to meet and exceed structured performance targets
• Report on customer trends and feedback
• Complete occasional overtime when needed by the business to maintain SLAs

• 2+ years work experience
• 1+ year experience in a customer-facing support role. Experience working in the a remote, health-related field or role is preffered.
• Ability to balance efficient execution with a high attention to detail, and quality, in a fast-paced, omnichannel environment
• Exceptional organizational skills while prioritizing tasks, and team collaboration
• Comfortable adapting to evolving tech tools and platforms, working in multiple systems at once, and navigating multiple sources of information. Experience with Zendesk is preferred.
• Excellent problem solving and communication skills
• Ability to demonstrate strong writing skills, spelling and grammar
• Possesses a customer-first, eager-to-help approach. Strong phone and escalation skills preferred.
• Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team. Experience working remotely is strongly preferred.
• Ability to work non-standard business hours, including weekends, evenings & holidays. PST hours are strongly preferred
• Demonstrated experience working in a fast-paced agile environment, while successfully navigating ambiguity.

• A talented, creative, and High-EQ team.
• Company provided computer and required equipment.
• Competitive pay with equity compensation.
• Complimentary Lifeforce Membership for Full Time Employees
• Generous benefits package including Healthcare, Dental, Vision, Life Insurance, and Wellness Care
• Ability to create the culture of the organization as an early key contributor.
• Opportunity to truly have an impact within a growing organization.
• 100% remote working environment