Member Advocate

Join the FOLX Team!

7d • $60,000 - $70,000 • Remote

About The Position

As a Member Advocate, you will be an integral part of the FOLX Member Operations Team, ensuring that our members are supported with the administrative components of their membership at every stage of their journey.
The schedule for this position is:
During training (estimated 2-3 month period), your schedule would be Monday through FridayAfter successfully completing training, this position switches to a Sunday through Thursday schedule (Fridays and Saturdays off)
Our Company:
FOLX Health exists to be the leading health and wellness platform for LGBTQIA+ care, providing end to end services, both virtually and in person, across the spectrum of community needs. We are the north star for innovation in the broader ecosystem by creating joyful, affirming healthcare on one's own terms and building community and access around those needs.
Our Culture:
Reliability: We show up for our members and each other in service of our mission.
Transparency: Build trust by openly sharing our goals and progress.
Access: Invest in our team by providing the tools and training needed to achieve individual goals.
Agency: We trust our team to get their jobs done.

Requirements

• 2+ years of work experience directly supporting a high volume of customers/members via email, telephone, and/or chat functions
• Strong communication and writing skills
• Commitment to continuously creating an exceptional experience for our members
• The ability to pivot quickly and thrive in an environment with consistent change

Nice To Haves

• Experience with Zendesk or similar customer relationship management (CRM) system is a plus
• Experience working with queer and trans community members in a service capacity is a plus

Responsibilities

• Respond to inquiries related to topics such as membership, billing, scheduling, lab work, and prescription fulfillment via Zendesk support tickets in accordance with our most up-to-date policies, procedures, and expected response times
• Troubleshoot technical issues with members thoroughly, escalating when necessary
• Demonstrate the ability to think critically, assisting members with complex issues
• Provide a phenomenal support experience in every interaction with FOLX members
• Assist in building documentation and onboarding processes as the team scales
• Partner with Support leadership to track and share insights and areas of improvement you gather from member interactions as they relate to the member journey
• Learn new tools as needed to help deliver ongoing value to members
• Take ownership of the member experience, both by delivering on individual tickets and by understanding and responding appropriately to the state of our ticket queue overall
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed