VIP Member Experience

Function Health

130d

About The Position

As an VIP Member Experience team member at Ezra, you will play a key role in delivering a best-in-class experience for every member, VIP, and partner. You’ll be responsible for helping ensure member satisfaction, supporting high-value VIP and influencer members, and assisting employer and physician partners with operational needs. This position is highly customer-facing and requires exceptional interpersonal skills to influence positive outcomes, resolve complex member concerns, and create memorable experiences that drive loyalty and referrals.

You’ll be part of a mission-driven, fast-paced team that thrives on empathy, accountability, and curiosity. You’ll collaborate with teams across Ezra—from Care and Marketing to Engineering—to continuously improve the member experience and help scale our impact. You’ll be empowered to act like an owner, solve problems creatively, and help shape the future of preventive healthcare.

Requirements

• Bachelor’s degree or above
• 2-5 years working with VIP members or clients with proven ability providing a high touch, tailored and thoughtful experience
• Participated in the collection and deeper understanding of member NPS scores leveraging insights to make meaningful business changes
• Strong organizational skills and ability to manage multiple priorities
• Natural empathy and emotional intelligence with demonstrated ability to de-escalate conflicts and create positive experiences
• Proven track record of building relationships and influencing positive outcomes in challenging situations
• Exceptional communication and interpersonal skills with the ability to connect with diverse personalities and backgrounds
• Strong problem-solving skills, detail-oriented, and resourceful
• Proactive, self-motivated, and thrives in ambiguous, fast-paced environments
• Proven track record of grit (resilience, passion, and self-motivated)
• Comfort with being the "face" of the brand and representing Ezra's values in every member interaction

Nice To Haves

• Familiarity with a medical or health-related environment is a bonus

Responsibilities

• Deliver white-glove, concierge-level service to VIP and high-value members by anticipating needs and providing proactive, personalized support
• Manage VIP member experiences with a high level of responsiveness and attention to detail
• Serve as a primary point of contact for VIP members throughout their journey
• Gather feedback from members and share insights with internal teams to help shape improvements and identify trends
• Contribute to initiatives aimed at improving member satisfaction
• Guide employer and physician partners with onboarding, operational questions, and support to ensure a seamless experience
• Assist with inbound member inquiries across phone, email, or chat

Benefits

• We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level