Senior Associate, Membership Experience

Vivrelle

24d • $58,000 - $75,000

About The Position

As a Senior Associate, Membership Experience, you will play a key role in delivering a seamless, member-first experience across digital communication channels (mostly e-mail). You’ll manage timely and accurate communication with members, ensure product quality standards, and help uphold Vivrelle’s brand promise through exceptional customer service. This role requires service-centric instincts, elite attention to detail, and excellent judgment.

This role reports to our Director, Member Experience.

Requirements

• 3+ years of experience in consumer customer experience (non-negotiable)
• A warm communicator, in writing and verbally
• Someone who holds themselves to incredibly high standards of accuracy and service
• Comfortable following guidelines with a dash of creativity and common sensical problem solving
• Customer-obsessed balanced with operational pragmatism
• Positive, Resourceful, Proactive
• Comfortable taking risks and making suggestions to senior executives
• Historical proof of being able to operate with little guidance

Responsibilities

• Manage member communication through the shared email inbox with fast, accurate, and brand-aligned responses
• Provide thoughtful solutions that balance member satisfaction with operational realities
• Maintain communication standards that are consistent yet personalized
• Escalate product quality issues to leadership and cross-functional partners as needed
• Identify trends across member escalations or product issues and proactively surface insights for action
• Uphold Vivrelle’s commitment to a polished, trustworthy, and member-focused experience at every touchpoint
• Act as a knowledgeable resource on product condition, availability, and service policies
• Anticipate member needs and reduce friction throughout the service journey
• Partner with Operations and Member Experience leadership to identify member trends, product issues, or recurring pain points
• Share actionable feedback to influence improvements across policies, workflows, and communication templates
• Support onboarding and knowledge-sharing to maintain consistent standards across the team

Benefits

• Medical, dental and vision benefits to help you take care of your health and well-being
• 401k Plan
• 17 PTO days (and earn more every year!)
• 7 Sick Days
• Fully Paid 12 Week Parental Leave + a return to work program
• Fully stocked kitchen
• Dog friendly office
• Discounted Vivrelle Membership
• Discounted Talkspace, Citibike, Peleton and Kindbody memberships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees